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Service Coordination Specialist

2 months ago

Sarasota, Florida, United States Good Life Brands, LLC Full time
Job Overview

Position Summary:
To contribute to the achievement of the strategic objectives and annual targets of Good Life Brands, LLC by delivering outstanding service and support that aligns with the company’s vision, mission, purpose, and values.


Key Responsibilities:

  • Foster a positive experience for customers.
  • Manage the daily itinerary for all service and dispatch technicians as service requests are fulfilled.
  • Assess and prioritize service requests based on customer and operational needs.
  • Continuously monitor the appointment schedule throughout the day.
  • Notify customers in case of any delays in their scheduled appointments.
  • Serve as a backup for incoming customer calls when necessary.
  • Track daily call volume and revenue targets to ensure departmental goals are met.
  • Engage effectively with customers, vendors, technicians, sales personnel, and departmental staff through various communication channels to address inquiries and provide information.
  • Ensure accurate and up-to-date information is maintained in the customer database.
  • Assist with administrative tasks to enhance operational efficiency.
  • Promptly report any service-related issues to the appropriate supervisor to maintain a high level of customer satisfaction.
  • Perform additional duties as assigned.
  • Skillfully manage conflict resolution with customers through effective communication, addressing all concerns and inquiries promptly.

Position Requirements:

  • Preferred experience: Customer Service and/or Dispatch - 1-3 years. Ability to communicate clearly and positively.
  • Proficient in Microsoft Office Suite.
  • Capable of multitasking in a fast-paced environment.
  • Excellent interpersonal and communication skills, both written and verbal. Ability to work collaboratively in a team setting.
  • Familiarity with the geographical service area and/or map reading skills.
  • High School Diploma or GED required; Associate's Degree preferred.

Physical Requirements:

  • Regularly spends extended periods sitting and using office equipment and computers (approximately 80% of the time) in an office environment.
  • Primarily engages in telephone interactions with customers and technicians throughout the workday.
  • Occasionally lift items weighing 5-10 pounds.
  • Possess good visual acuity and sufficient functioning to operate computer-aided call management systems and communication equipment.
  • Ability to work extended hours, including nights or weekends as needed.

Position Specific Standards:

  • Maintain confidentiality regarding all private, sensitive, and proprietary business matters. Commitment to ongoing professional development through continued training.
  • Willingness to work outside of standard hours if required.