Customer Service​/HelpDesk Coordinator, Office Administrator​/ Coordinator

As a Coordinator for GEM, you will play a pivotal role in supporting daily operations by scheduling technicians, handling customer inquiries, and ensuring smooth service delivery. This role requires strong organizational skills, attention to detail, and a customer-focused mindset. The Service Coordinator will assist in administrative and operational tasks to support the team and maintain a high level of customer satisfaction.

Essential Job Functions

* Scheduling & Coordination

* Schedule service appointments, installations, and maintenance visits for technicians.

* Adjust schedules in real-time for cancellations, emergencies, or other changes.

* Assist in reviewing and updating timecards for accuracy.

* Customer Service

* Serve as a primary point of contact for customer inquiries and service requests.

* Address and resolve customer concerns promptly and professionally.

* Maintain accurate and up-to-date customer records.

* Operational Support

* Working closely with the Service Manager, assist in the development and implementation of business strategies and initiatives

* Collaborate with the service coordination team and the service manager to ensure seamless service delivery.

* Provide general administrative support to the department.

* Prepare and distribute reports as needed.

* Other duties as assigned

Required Skills and Experience

* Excellent interpersonal and communication skills, with the ability to interact professionally with customers and team members.

* Strong organizational abilities to manage schedules, service calls, and customer records effectively.

* Customer-focused approach, with a commitment to providing outstanding customer service.

* Proficiency in using scheduling software, CRMs, and other relevant tools.

* Analytical skills to monitor service metrics and identify areas for improvement.

* Experience in coordinating and organizing tasks to meet deadlines efficiently.

* Ability to work independently while effectively collaborating with cross-functional teams.

* Adaptability to prioritize tasks and thrive in a fast-paced, dynamic environment.

Working Conditions

Environment

* Office environment with occasional interruptions

* The noise level in the work environment is usually moderate

* Evening and/or early morning, and/or weekend/Holiday hours periodically

Physical Abilities

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions

* While performing the duties of this job, the employee is regularly required to use a computer for extended periods of time, including long periods of sitting, keyboard entry, use of office equipment, use of computer monitor

* Ability to speak concisely and effectively communicate

* Be able to communicate using a computer and phone/smart device

* Specific vision abilities required by this job include close vision, distance vision, and the ability to adjust

* May require physical effort and cardiac endurance while reaching with hands and arms, stooping, kneeling, crouching, standing, walking, balancing, bending, leaning, kneeling, walking, and climbing

* Carrying supplies, up to 25 lbs.