Service Coordinator

Service Coordinator – Renewal by Andersen Central, Virginia & Roanoke, Richmond, Virginia

We are looking for a Service Coordinator to join our growing team. This role manages service scheduling and oversees the full lifecycle of service requests and JIPs (Jobs in Progress). The Service Coordinator ensures efficient scheduling, accurate ordering of materials, proactive customer communication, and disciplined follow-through through resolution. The role improves Service First Time Through (FTT), reduces repeat visits, and maintains strong Service NPS.

Our focus is people. Every member of our team is committed to taking care of not only our customers and the community we serve, but each other. We have a culture of making a difference and live by our values every day. We are committed to an inclusive and diverse workplace where all people feel respected, valued and driven to realize their full potential.

• Schedule service appointments efficiently based on technician availability and geography.
• Monitor and manage open service cases daily until completion.
• Receive and review JIPs submitted by IPMs for completeness and accuracy.
• Order all materials required for JIPs and service visits.
• Track parts orders and proactively manage delays.
• Maintain consistent customer communication throughout the service lifecycle.
• Ensure CRM documentation is complete and accurate.
• Coordinate with Service Supervisor, Service Technicians, IPMs, and Warehouse.
• Identify trends and escalate systemic service issues when necessary.

• Strong Customer Service
  
  Skills:
  
  Excellent verbal and written communication skills with the ability to handle difficult situations calmly and professionally.
• Detail-Oriented:
  Strong attention to detail to ensure accuracy in scheduling, note-taking, and customer communication.
• Organizational
  
  Skills:
  
  Ability to manage multiple tasks and appointments simultaneously while maintaining a high level of accuracy and efficiency.
• Software Proficiency:
  Familiarity with Microsoft Office (Word, Excel, Outlook), Teams, and Salesforce, with the ability to quickly learn and use new software.
• Scheduling
  
  Experience:
  
  Previous experience in scheduling or dispatching services, preferably in the home improvement or construction industry.
• Problem Solving:
  Ability to think critically and resolve issues quickly, including customer concerns, scheduling conflicts, or service-related issues.
• Team
  
  Collaboration:
  
  Ability to work well within a team, collaborating with service technicians, installation teams, and management to ensure customer satisfaction.
• Adaptability:
  Comfortable working in a dynamic environment with the ability to adapt to changes quickly.
• Multitasking:
  Strong ability to handle multiple priorities at once, ensuring no task is overlooked.
• Customer De-escalation:
  Experience in managing and de‑escalating difficult customer situations, ensuring a positive outcome for all parties.

• Salary $52,000 - $62,000 (Base; determined by hiring manager)
• 15 PTO days in your first year.
• 401(k) with a 4% match (eligibility after 6 months).
• Short‑term disability.
• Competitive Medical, Dental, Vision benefits.
• Opportunities for community engagement and giving back through our Cares program.
• A supportive, mission‑driven team that is with you every step of the way.
• Be part of a trusted brand with a legacy of quality and innovation.
• Collaborative team environment.

We have a culture of making a difference! At Renewal by Andersen of Central, Virginia & Roanoke our focus is people—both each other and the customers we serve. Our employees help make Renewal by Andersen an extraordinary workplace and consistently empower each other to pay it forward in the community we serve. We find strength in our dedication through following our Core Values:
Install Integrity, Embody Respect, Champion Care, and Achieve Ambition.

From training, hands‑on learning, internal and external social events, local business partnerships, community volunteering, and true passion to provide the home improvement experience of homeowners’ dreams—we’ve got it! If you’re looking for a place to grow & challenge yourself to become your best, you’ve found the perfect company. Apply today!

Salary: $52,000 - $62,000 per year