Service Coordinator

Job Description

Job Description

JOB SUMMARY

The Service Coordinator is responsible for coordinating service solutions that result in the work assignments for the Service Technicians and solutions for our customers. This Service Coordinator is also responsible for a variety of office and service administration procedures.

ESSENTIAL JOB FUNCTIONS

1. Answer phones and email communications. Provide the appropriate support and direction on customer inquiries and needs. Return calls to various parties promptly.
2. Accurately prepare service orders by creating service call entries in the appropriate system of record, while working closely with management and service technicians to ensure an efficient, accurate, and timely process.
3. Efficiently invoice service work and planned maintenance work accurately and timely. Post vendor invoices for Accounts Payable.
4. Schedule and dispatch service calls effectively.
5. Order parts, as needed, for service work and maintains records related to parts orders.
6. Process customer credit card payments in a timely manner. Ensure records are secure and filed appropriately.
7. Review sales and service leads. Coordinate the delegation of leads to the proper person.
8. Conduct miscellaneous warehouse-related duties, as assigned.
9. May be responsible for other office-related duties, as assigned by the Division Vice President and/or Operations Manager.
10. Assist customers in selecting fireplaces and related products in the showroom by understanding their needs, answering questions, and providing recommendations.
11. This job description is not designed to cover or contain a comprehensive listing of the required activities, duties, or responsibilities of the team member. Duties, obligations, and activities may change, or new ones may be assigned at any time with or without notice.

Reasonable accommodation may be made to enable individuals with disabilities to perform these essential functions.

LEADERSHIP COMPETENCY MODEL

This role requires the demonstration of the following competencies:

Instills Trust | Communicates Effectively | Demonstrates Customer Focus | Takes Initiative | Makes Quality Decisions | Drives Growth | Ensures Accountability | Drives Results

KNOWLEDGE, SKILLS, AND ABILITIES

1. Ability to effectively use basic Microsoft Office applications, including Word, Excel, and Outlook.
2. Knowledge of administration workflows related to work orders and invoicing.
3. Demonstrates excellent communication and customer service skills.
4. Demonstrates strong organizational skills.
5. Ability to interact professionally with internal and external customers.
6. Ability to work in a fast-paced environment.

SUPERVISORY RESPONSIBILITIES

• This position has no supervisory responsibilities.

WORK ENVIRONMENT AND PHYSICAL DEMANDS

• In office environment.
• May include warehouse environment, as assigned.
• Prolonged periods sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.

PLANNED BUSINESS TRAVEL

• This job requires no planned business travel.
• For some locations, quarterly visits to customer sites will be highly encouraged.

EDUCATION AND EXPERIENCE

• High School diploma or equivalent is required.
• 1 to 3 years of experience in a similar role is preferred

EEO STATEMENT

DuraServ is an equal-opportunity employer. We prohibit discrimination and afford equal employment opportunities to team members and applicants without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.

Our EEO policy applies to all aspects of the relationship between DuraServ and its team members, including recruitment, employment, promotion, transfer, training, working conditions, compensation, benefits, and application of policies.