Service Coordinator

· Full Benefits

· Medical

· Dental

· Vision

· 401K match

· 28 PTO Days including company holidays

****This position is not eligible for visa sponsorship. Candidates must be legally authorized to work in the United States without current or future employer sponsorship.

• Receive, review, and prioritize incoming service requests based on customer requirements, service level agreements (SLAs), and urgency.
• Source qualified field technicians and vendors based on technical requirements, availability, location, and cost considerations.
• Confirm technician qualifications, availability, rates, and necessary equipment or tools prior to scheduling.
• Communicate work order details, expectations, and scheduling requirements to assigned resources.

• Manage work orders throughout the service lifecycle, including scheduling, technician arrival, onsite progress, and completion.
• Monitor service commitments and proactively address potential delays, scheduling conflicts, or resource challenges.
• Coordinate with technicians, customers, and internal support teams to resolve service-related issues.
• Adapt quickly to changing priorities, emergency requests, and unexpected service challenges.
• Recognize situations requiring escalation and communicate concerns to the appropriate parties.

• Maintain proactive, professional communication with customers, technicians, vendors, and internal teams.
• Provide timely updates regarding service schedules, progress, delays, and completion.
• Collaborate with fellow coordinators to balance workloads, share responsibilities, and maintain service continuity.
• Ensure clear communication and accurate handoffs of outstanding work between shifts.

• Maintain accurate and timely work order documentation, including service updates, technician arrival/departure times, and completion details.
• Review technician deliverables, work order details, and associated charges for accuracy and compliance.
• Follow established operational procedures, quality standards, customer requirements, and company policies.
• Meet established performance expectations, service level commitments, and quality objectives.
• Independently manage workload, demonstrate accountability, and proactively address issues with limited supervision.
• Identify and communicate recurring issues or opportunities for process improvement.

• Customer Service: Strong customer-focused approach with the ability to manage expectations and handle challenging situations professionally.
• Communication: Excellent written and verbal communication skills with internal and external stakeholders.
• Organization & Time Management: Ability to manage multiple work orders, competing priorities, and time-sensitive requests efficiently.
• Independent Judgment & Accountability: Self-motivated with the ability to make informed decisions, take initiative, and work effectively with limited supervision.
• Problem-Solving & Adaptability: Ability to assess information, identify solutions, and respond effectively to unexpected challenges.
• Teamwork & Collaboration: Ability to work effectively in a highly collaborative environment where responsibilities and workloads are shared.
• Attention to Detail: Strong focus on accuracy, documentation, and adherence to established processes.
• Technical Proficiency: Working knowledge of Microsoft 365 applications and the ability to learn and navigate multiple software systems.
• Related Experience: One or more years of experience in dispatch, service coordination, scheduling, customer support, or a related field preferred. Direct industry experience is beneficial but not required.

• Operates within a 24/7 service environment, with assigned schedules potentially including evenings, weekends, and holidays.
• Requires dependable attendance, responsiveness, and the ability to maintain productivity during assigned shifts.
• Must be comfortable working independently during periods of limited leadership availability while appropriately escalating concerns.

• High School diploma or equivalent
• At least one year of previous customer service experience required

• Requires regular use of hands and fingers to operate a computer keyboard, mouse and other standard office equipment
• Ability to listen, comprehend, and respond to spoken communication in both in-person and remote setting (e.g., phone calls, video conferencing).
• Ability to view and read information on a computer screen for extended periods, including the capacity to adjust focus as needed to process information effectively.

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Other duties, responsibilities and activities may change or be assigned at any time with or without notice.