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Service Coordinator

2 months ago

Rocky Hill, United States LanceSoft Full time
  • High School or equivalent 3 years experience in customer service/dispatching.
  • Proficient with computers, Windows applications (Oracle experience a plus).The qualified candidate will be an integral part in the continued success and growth of the Service Department.
  • This position requires a high energy level with a focus toward customers and a strong desire to succeed. Good organizational skills, attention to detail and excellent communication skills are required.
  • Scheduling general service calls, preparing and invoicing service calls.Perform a variety of customer service/dispatching and administrative duties required to receive, screen, record, prioritize, assign and close customer requests for technical service support and inspections
Duties: •
  • Receive, enter, check Accounts Receivable and schedule customer phone requests for service in the ACE system. •
  • Communicate with our Service Resource Center for all service calls. •
  • Take ownership of service calls from creation of service request through service completion, escalating issues to supervisors and technicians as needed. • Reassign work as needed, making judgments based on current workloads & priorities. •
  • Regular contact of customer to communicate status changes. •
  • Professionally field customer complaints and attempt to resolve, involving supervisor when necessary. •
  • Validate and perform invoicing transactions for service calls in ACE daily. •
  • Completed service calls to be invoiced within 48 hours. • Maintain confidentiality of customer and employer information at all times. •
  • Maintain inventory and supplies needed to perform work and fill the logistics coordinator roll, which includes sourcing, ordering and tracking needed parts and supplies.