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Service Coordination Specialist

2 months ago

Rockwall, Texas, United States Atosa USA, Inc. Full time
Job Overview

Atosa USA, Inc. stands as a prominent manufacturer and distributor in the commercial kitchen equipment sector. We are dedicated to fostering a positive impact in our community and providing fulfilling career opportunities for driven and skilled individuals eager to contribute to our growth and innovation.

Position Summary:

As a Service Coordination Specialist, your primary responsibility will be to efficiently manage and schedule in-house warranty service repairs for our esteemed clientele. This role demands excellent communication skills to liaise effectively with both customers and technicians, ensuring seamless service execution. You will act as the main point of contact, responsible for scheduling appointments, delivering timely updates and reminders, and following up diligently until the technician arrives.

Key Responsibilities:

  • Receive and process service call reports from Technical Service Agents, promptly scheduling service appointments for warranty repairs.
  • Engage with customers through phone or email to schedule service appointments, provide regular updates and reminders, and maintain communication until the service technician's arrival.
  • Coordinate with in-house technicians via phone or email to assign service calls and create appropriate service appointment schedules.
  • Manage escalated or unique service warranty claims, including complex, prioritized, or unconventional cases, delivering exceptional customer support as directed by management.
  • Perform additional tasks as assigned by the supervisor.

Qualifications:

  • Strong organizational and data entry skills to maintain accurate and current records.
  • Ability to work independently and collaboratively in a team-oriented environment, demonstrating exceptional written and verbal communication skills.
  • Excellent time management abilities, capable of prioritizing tasks, managing multiple responsibilities, and meeting deadlines in a dynamic setting.
  • Proficient problem-solving skills to address customer inquiries and ensure effective service resolution.
  • Attention to detail and a high level of accuracy in all responsibilities.
  • 1-3 years of experience in a customer service role or a related field.

*This job description is intended to provide a general overview of the position and is not exhaustive of all duties, responsibilities, or activities that may be required. Duties and responsibilities may change at any time with or without notice.