Service Operations Coordinator

4 days ago

Oklahoma City, Oklahoma, United States Cory's Audio Visual Full time $42,000 - $72,000 per year

Overview

The Service Operations Coordinator is a key administrative and technical support role that bridges the gap between clients, service technicians, and the sales and operations teams. This position ensures that client needs are met efficiently and accurately from initial inquiry through service completion, while tracking and providing beneficial KPI's, both internally and externally. In addition to dispatching and managing service agreements, this role provides over-the-phone diagnostic support, manages ERP updates, and ensures that all reporting, documentation, and communication processes are complete and accurate. The Service Operations Coordinator plays a critical part in maintaining a seamless client experience and supporting field technicians in real time during service calls.

Duties

  • Serve as the first point of contact for incoming client service inquiries
  • Assist clients by performing initial troubleshooting and providing basic technical diagnostics over the phone
  • Dispatch service technicians and manage scheduling to ensure efficient response and client satisfaction
  • Monitor service calls in progress and provide support to technicians in the field
  • Maintain and update records in the ERP and CRM systems to ensure job accuracy and data integrity
  • Prepare, send, and renew service agreements with accuracy and timeliness
  • Track and analyze PMA performance metrics and key performance indicators (KPIs)
  • Manage part number assignments, documentation, and communication between sales, operations, and service departments
  • Review, compile, and submit service reports, ensuring all required data and follow-up actions are completed
  • Maintain internal communications including service updates, reports, and administrative information
  • Assist with the preparation of quotes, reports, and recurring administrative documents
  • Respond promptly to client requests, providing professional and effective communication
  • Answer client calls after hours and manage the departmental cell phone to ensure timely response and support
  • Support continuous process improvement by identifying and reporting opportunities for system or workflow enhancements
  • Hold the service department accountable to Cory's operational and client service standards, ensuring technicians uphold excellence in performance, communication, and follow-through

Qualifications

  • Two to four years of experience in dispatch, service coordination, or technical support role
  • Basic understanding of audio visual systems, electronics, or related service equipment preferred
  • Strong proficiency with computer systems, including Microsoft Office Suite and ERP/CRM platforms
  • Excellent communication skills, with the ability to translate technical information for non-technical clients
  • Proven ability to multitask, manage priorities, and meet deadlines in a fast-paced environment
  • Strong organizational and analytical skills with high attention to detail
  • Customer-oriented mindset with a focus on professionalism, problem-solving, and collaboration
  • Ability to exercise sound judgment and discretion in decision-making A valid driver's license is required
  • A clean driving record

Job Type: Full-time

Pay: $ $27.00 per hour

Benefits:

  • Dental insurance
  • Health insurance
  • Life insurance
  • Paid time off
  • Parental leave
  • Retirement plan
  • Vision insurance

Application Question(s):

  • Do you have any experience as an audio visual service technician?

Experience:

  • Audio visual technician: 2 years (Required)

License/Certification:

  • CTS (Preferred)

Work Location: In person

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