Position Overview: As a Service Coordinator, you will play a crucial role in ensuring the smooth and efficient coordination of service operations within the organization. You will be responsible for managing service requests, scheduling appointments, and coordinating service technicians to ensure timely completion of tasks. Your excellent organizational and communication skills will be instrumental in providing exceptional service to customers and maintaining a high level of customer satisfaction.

Key Responsibilities:

• Service Request Management: Receive service requests from customers via phone, email, or other channels. Collect and document relevant information regarding the service required. Assess the urgency and priority of service requests and schedule appointments accordingly.
• Appointment Scheduling: Coordinate with customers to schedule service appointments based on availability of technicians and customer preferences. Ensure efficient allocation of resources by optimizing technician schedules and travel routes. Communicate appointment details, including date, time, and technician information, to customers and technicians.
• Technician Coordination: Assign service requests to appropriate technicians based on skillset, availability, and proximity to the customer location. Provide technicians with all necessary information and documentation related to the service request. Monitor and track the progress of ongoing service tasks to ensure timely completion.
• Customer Communication: Serve as a primary point of contact for customers, addressing inquiries, providing updates, and resolving any service-related issues. Communicate service appointment confirmations, changes, and cancellations to customers promptly. Follow up with customers to ensure their satisfaction and obtain feedback on service quality.
• Data Management: Maintain accurate and up-to-date records of service requests, appointments, technician assignments, and service completion. Generate reports on service metrics, such as response time, resolution time, and customer satisfaction, to monitor performance and identify areas for improvement.
• Process Improvement: Identify opportunities to enhance service coordination processes and propose improvements to streamline operations and enhance customer experience. Collaborate with cross-functional teams, such as technicians, customer support, and management, to implement process improvements and ensure their effectiveness.
• Qualifications and Skills: High school diploma or equivalent; relevant certifications or additional education is a plus. Proven experience in a similar role, preferably in a service-oriented industry. Strong organizational skills with the ability to multitask and prioritize effectively. Excellent verbal and written communication skills. Proficiency in using service management software or CRM systems. Ability to remain calm and handle customer complaints or difficult situations professionally. Strong problem-solving and decision-making abilities. Attention to detail and commitment to accuracy. Ability to work collaboratively in a team environment. Flexibility to adapt to changing priorities and work under pressure. As a Service Coordinator, you will be the link between customers and service technicians, ensuring that service requests are handled promptly and efficiently. Your dedication to delivering exceptional service and your ability to coordinate tasks effectively will contribute to the overall success and customer satisfaction of the organization.