Service Coordinator
1 week ago
Service Coordinator
As a Service Coordinator, you will oversee service requests from initiation to completion, assisting clients with scheduling, addressing inquiries, managing complaints, and providing necessary information. You will ensure that the right technician is dispatched based on their expertise and location to effectively handle service requests. Your role will involve engaging with clients via phone to set appointments, gather information, and follow up on proposals. Additionally, you will support technicians with contact details, software assistance, permit acquisition, and sourcing the appropriate vendors for parts and subcontractor needs.
Main Responsibilities
- Professionally handle incoming calls
- Respond to client inquiries promptly
- Utilize available resources to research required information
- Address and resolve client complaints effectively
- Provide clients with detailed product and service information
- Process orders, forms, and applications accurately
- Identify and escalate priority issues as needed
- Schedule and route service calls to the appropriate personnel
- Follow up with clients when necessary
- Maintain detailed call logs
- Prepare comprehensive call reports
Key Competencies
- Excellent verbal and written communication skills
- Strong listening abilities
- Analytical problem-solving skills
- Client service orientation
- Exceptional organizational skills
- Attention to detail
- Proactive initiative
- Sound judgment
- Adaptability to changing situations
- Team collaboration
- Ability to work under pressure
- High energy and motivation
- Effective planning skills
Additional Responsibilities
- Contact businesses or individuals by phone
- Deliver persuasive sales scripts to potential clients
- Describe various products and services offered
- Communicate with technicians throughout the day to confirm appointments and assist with material and equipment needs
- Gather client information and potential leads
- Maintain and update client databases
- Follow up on initial contacts
- Keep records of all telephonic interactions, orders, and accounts
Qualifications
- Proficient in relevant computer applications
- Understanding of client service principles and practices
- Minimum of six months experience in a similar role
- Experience in client service
- Good keyboarding skills
- Knowledge of administrative and clerical processes
- Familiarity with relevant product knowledge
Working Conditions
This position typically requires a commitment of 20-40 hours per week, with the possibility of additional hours during unforeseen circumstances. Effective communication, scheduling, and staffing are essential to maintain successful customer service experiences. The role is office-based, requiring the use of phone, computer, email, and text for communication and task completion. You may choose to sit or stand for extended periods based on your preference.
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