Service Coordinator

Job Description

Job Description

Overview

We are seeking a dynamic and highly organized Service Coordinator to join our team. In this role, you will be the vital link between our internal teams and customers, ensuring seamless coordination of scheduling service calls, sales calls, customer calls and inquiries. Your proactive approach and strong communication skills will help enhance customer satisfaction. This position offers an exciting opportunity to contribute to a fast-paced environment where your organizational prowess and technical expertise will make a tangible impact.

Compensation & Benefits:

• $23 per hour - plus 10% commission on equipment sales that you sell over the phone.
• Six (6) paid holidays, 36 paid sick hours, One (1) week of paid vacation days
• Medical benefits (available after 60 days)
• 401(k) retirement plan with 4% employer match (available after 1 year)
• Additional details regarding benefits, policies, and our code of conduct are outlines in the employee handbook, which will be provided upon employment

Responsibilities

• Answer, classify, and manage incoming phone calls throughout the day, including abandoned calls
• Managing customer inquiries/complaints via phone, text and email
• Route customer issues appropriately by scheduling service or escalating to management when necessary, and notifying management of problematic jobs or customers
• Schedule and add emergency service calls as needed
• Update and maintain service appointments with accurate job type and business classifications
• Verify correct charges and special notes for services, estimates, and new installs
• Respond to technician and sales team inquiries and provide scheduling or account support
• Gather and document water composition, sales data, and install sheet for all upcoming installs
• Create rental contracts, obtain customer signature, and verify method of payment
• Follow up on “Hold” jobs and reschedule or close out as appropriate
• Manage new and existing customer and location profiles, ensuring accurate equipment, installation dates, and equipment location to all profiles within Service Titan
• Update Access database customer information
• Contact new homeowners with existing equipment to schedule service appointments
• Create new SMP contracts for installs and reset SMP contracts following service appointments
• Schedule upcoming SMP appointments and confirm service date via phone or chat
• Record special instruction and notes for SMP members

Experience

• Excellent organizational skills with the ability to manage multiple priorities simultaneously while maintaining attention to detail.
• Exceptional communication skills, both verbal and written, to facilitate internal collaboration and customer service excellence.
• At least two years of customer service, scheduling, dispatching, or administrative experience preferred
• Experience coordinating field technicians or route-based employees
• Service Titan or similar CRM/field-service software experience preferred but not required
• Experience handling upset customers and resolving complaints
• Accurate data entry and account documentation
• Basic sales experience or comfort recommending services over the phone
• Ability to prioritize urgent calls and frequently changing schedules
• High school diploma or equivalent
• Familiarity with water treatment, plumbing, HVAC, electrical, or another home-service industry as a preference, not a requirement

Join us as a Service Coordinator if you thrive in energetic environments where your organizational talents combined with technical expertise can truly shine! Your dedication will help us deliver outstanding service while supporting efficient logistics operations across our network.

Benefits:

• 401(k)
• Dental insurance
• Flexible schedule
• Health insurance
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance