Service Operations Coordinator

Service Operations Coordinator

We are seeking a proactive and detail-oriented Service Operations Coordinator to join our team. In this key role, you’ll serve as the first point of contact for client service inquiries and ensure each request is handled efficiently and professionally. You’ll coordinate communication between clients, service technicians, and internal teams, managing the entire service process from the initial call through successful completion.

This position is essential to maintaining smooth operations, accurate documentation, and a consistently excellent client experience. The pay rate for this position is $24 to $27 per hour, depending on experience and qualifications.

In this role, you’ll coordinate technician dispatching, manage service agreements, and provide over-the-phone diagnostic support. You’ll also oversee ERP and CRM updates, ensure all documentation and reporting are complete, and track key performance metrics to help drive continuous improvement. As a central point of coordination, you’ll support field technicians in real time and help deliver a seamless, high-quality experience for every client.

What will you do:

• Client Support & Troubleshooting – Act as the primary contact for client service inquiries, providing troubleshooting and basic technical diagnostics.
• Technical Support & Diagnostics – Provides technical assistance to clients by identifying issues, guiding them through diagnostic steps, and offering clear, step-by-step solutions.
• Scheduling & Dispatch Management – Dispatch service technicians, manage schedules, and monitor service calls to ensure timely and efficient responses.
• Data & Agreement Administration – Maintain accurate records in ERP and CRM systems and prepare, send, and renew service agreements.
• Performance Tracking & Documentation – Track performance metrics and KPIs, and manage part number assignments and documentation across teams.
• Reporting & Administrative Support – Compile and submit service reports, assist with quotes and recurring administrative tasks, and maintain internal communications.
• Client Communication & Responsiveness – Respond promptly to client requests, including after-hours support when needed.
• Process Improvement & Quality Assurance – Identify opportunities for process improvements and help ensure the service department meets operational and client service standards.

What are we looking for:

• Leadership and Team Management –Provide direction and support, foster cooperation, and align team efforts with Cory’s event goals and standards.
• Technical Proficiency –Demonstrates a solid understanding of audiovisual systems, service software, and diagnostic tools; maintains up-to-date technical knowledge to support field technicians and clients effectively.
• Accountability and Quality Assurance –Ensures all service documentation, communication, and client interactions reflect Cory’s established standards of professionalism, accuracy, and reliability.
• Customer Service Excellence –Represents Cory’s brand with professionalism and empathy; provides timely, clear, and solution-oriented communication to clients and technicians.
• Organizational Skills –Manages multiple service requests, PMAs, reports, and follow-ups simultaneously while maintaining attention to detail and data integrity.
• Communication and Collaboration –Coordinates seamlessly across all departments (ex., sales, operations, and service) to ensure information is accurate, timely, and effectively shared.
• Problem Solving and Critical Thinking –Quickly analyzes technical and logistical challenges to determine root causes, recommend solutions, and prevent recurrence.
• Emotional Intelligence –Demonstrates patience, composure, and understanding when assisting clients and supporting technicians under pressure; builds trust through respectful and professional interactions.
• Innovation and Process Improvement –Identifies opportunities to streamline workflows, enhance system accuracy, and improve client and technician experiences through creative and practical solutions.
• Adaptability –Adjusts effectively to changing priorities, after-hours calls, and service demands, maintaining consistency and composure…