Service Coordinator

Location: Northern

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* Job Description:

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* Purpose:

** The Service Coordinator answers calls and emails from customers, schedules product installation and service calls, proactively performs outreach to customers to inform of additional product sales and service offerings, solicits sales and administers the customer account.
** Key Areas of Responsibilities:
*** Schedules product installations and service calls. Ensures documentation provided to the Service Technician is complete with all information necessary to service the customer.
* Answers incoming calls and emails, assesses customer needs, and selects appropriate course of action based on established procedures.
* Contacts current customers by phone or in writing to offer ancillary services such as filter changes, resin changes, or salt sales and prepares out of warranty letters to solicit interest in product or service upgrades.
* Logs calls and email conversations with customers into CRM and performs to various metrics.
* Maintains product installation and warranty information within the applicable database.
* Performs counter sales and assists customers with the purchase of products sold in the retail store.
* Performs workorder completion after confirming pricing and sales information.
* Provides back-up support as needed to other in-house sales and service-related employees and assists the Technicians as required to ensure satisfactory customer service.
* Maintains a clean and safe work and retail environment.
** Key Performance Indicators:
*** Meets upselling sales goal.
* Accurately and confidentially manages all customer service information.
* Work is professional, timely and of good quality.
** Key Challenges and Decisions:
*** Balance the day-to-day process work with the pro-active outreach to current and new customers in offering various services.
* Manage competing priorities.
* Prioritize effectively while handling customer calls in a fast-paced environment.
* Appropriate assessment of customer service needs and selection of best solution from established procedures.
** Job Knowledge, Skills, and

Experience:

*** High School Diploma is required; an associate degree is preferred.
* 3-5 years’ experience working in a customer service-oriented role.
* Experience with Salesforce preferred.
* Must be professional, show initiative, multi-task, and work in a fast-paced environment.
* Must have a strong work ethic, be self-motivated, goal oriented, and have above average organizational and time management skills.
* Must be able to prioritize and be flexible to change priorities as needed.
* Must have a proven “customer-centric” focus; understand customer service, and the value of creating a positive experience for the customer.
* Must be comfortable making cold calls to customers and developing leads.
* Must have strong interpersonal, written, grammar, and verbal communication skills.
* Must have experience with Microsoft Office Suite, including proficient abilities with Word and Excel.
* Must be dependable and have integrity.
* Must have knowledge of business, administrative, and clerical procedures, and systems.
* Experience with Salesforce preferred.
** Organizational Context:
** The Service Coordinator reports to the Operations Manager, Corporate Dealers and interacts regularly with Kinetico employees located within Corporate Dealers, customers and outside supply & service vendors.
** Our Commitment and Difference:
** Founded in 1970, Kinetico was started by two engineers who pioneered the development of non-electric, fully automatic water treatment systems. Evolving from the Tangent Company, a small consulting design firm, Kinetico soon became a global organization of independent dealers, international distributors representing nearly 100 countries. Through the…