Service Coordinator

Service Coordinator

Location:

Venice, FL Pay Rate: $20.00 per hour

Schedule:

Monday - Friday - 7:30 AM – 5:00 PM

Purpose:

The Service Coordinator works directly with customers, fulfillment partners, and internal departments by phone or email, schedules product installations/service calls/water testing, proactively performs outreach to customers to inform them of additional product and service offerings, and administers customer accounts in accordance with established service levels and standards.

Key Areas of Responsibilities:

• Coordinates product installations, service calls, and water testing. Ensures proper communication and documentation of customer needs to Service Technicians and/or fulfillment partners.
• Answers incoming calls and emails, assesses customer needs, and selects appropriate course of action based on established procedures.
• Serves as a primary representative on behalf of the company to customers, contractors, business partners, and internal teams to ensure cooperation and a high level of customer service.
• Logs customer interactions, transactions, cases, and opportunities into CRM and performs to various metrics.
• Maintains product installation and warranty information within applicable software/database.
• Performs work order completion after confirming pricing and sales information.
• Occasional other duties and backup of other roles as assigned.

Key Performance Indicators:

• Accurately and confidentially manages all customer service information.
• Work is professional, timely, and of good quality.

Key Challenges and Decisions:

• Balance day-to-day process work with proactive outreach to current and new customers in offering various services.
• Manage competing priorities and meet customer expectations.
• Collaborate effectively with both external business partners and internal team members.
• Appropriate assessment of customer service needs and selection of the best solution from established procedures.

Job Knowledge, Skills, and

Experience:

• Required:
  
  High School Diploma/GED
• Required:
  
  3+ years' experience working in a customer service-oriented role
• Preferred:
  Associate's degree
• Preferred:
  Experience with Salesforce
• Ability to learn Enterprise Resource Planning and Customer Relationship Management software.
• Ability to prioritize and 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 have strong interpersonal, written, grammar, and verbal communication skills.
• Must have experience with Microsoft Office Suite, including Word and Excel.
• Must have knowledge of business, administrative, and clerical procedures and systems.