Service Operations Coordinator

Service Operations Coordinator

The Service Operations Coordinator supports the Service Department by managing daily scheduling, customer communication, documentation, parts coordination, and administrative processes. This role supports the Service Manager by ensuring service requests and work orders are organized, communicated, and tracked from initial request through completion.

Key Responsibilities

Customer Intake & Communication

• Receive and log service requests from homeowners without assigned representatives through phone, email, web forms, and internal handoff.
• Manage and track requests in Smartsheet/BisTrack with complete job details.
• Acknowledge receipt within 48 hours and provide estimated scheduling windows.
• Send appointment reminders and confirmations, draft follow-up communications including surveys and completion notices.

Scheduling and Dispatch

• Maintain the master Service Schedule in Smartsheet.
• Assign technicians based on skill, location, and workload.
• Communicate daily schedules to service technicians and track job completion status.
• Reschedule jobs as needed due to delays or access issues.

Ensure Parts, Materials, and Job Readiness

• Track incoming parts and replacement orders in the parts log.
• Notify technicians when materials are ready for pickup and update job records upon receipt.
• Communicate delays to technicians, Service Manager, Operations Director and customers.

Documentation & Reporting

• Maintain digital job folders including photos, invoices, and signed completion forms.
• Review and organize daily field reports and ensure required documentation is complete.
• Update customer and job records promptly following service appointments.
• Maintain weekly service KPI reporting, including response time, completion rate, repeat service calls, and backlog.
• Prepare and distribute weekly Service Performance Reports.
• Identify missing or incomplete documentation and follow up with the appropriate team member.

Warranty & Billing Support

• Verify warranty coverage and document applicable warranty information.
• Prepare internal service quotes for non-warranty work.
• Submit manufacturer warranty claims through applicable vendor portals.
• Track warranty claims through resolution and maintain accurate documentation.
• Track warranty reimbursements and communicate outstanding claims or reimbursement issues to the Service Manager.
• Prepare and process service invoices accurately and in a timely manner based on completed service work.

Continuous Improvement Support

• Maintain current service process documentation, including SOPs, checklists, and workflow processes.
• Track trends in service types and recurring issues to support the Service Manager in identifying opportunities for improvement.
• Collect improvement ideas from technicians and support Kaizen-style review sessions.
• Assist with process improvement initiatives designed to improve service efficiency, communication, and customer satisfaction.

Core Competencies

Strong organizational and project coordination skills. Excellent communication and cross-functional collaboration. Strong attention to detail and accuracy. Effective problem-solving and critical thinking. Ability to prioritize multiple responsibilities in a fast-paced environment. Strong customer service orientation. Ability to analyze information and prepare accurate reports. Proficiency with scheduling, workflow, and operational software. Strong follow-through and accountability. Adaptability and sound decision-making in a changing environment. Continuous improvement mindset with a focus on operational efficiency. Demonstrates Morrison Millwork's core values of Excellence, Collaboration, Honorable, Compassion, and Accountability in daily decisions, interactions and execution of responsibilities.

Qualifications

Required: High School diploma or equivalent. 2+ years of experience in operations coordination, scheduling, customer service coordination, construction administration, or a related field. Strong organizational and time-management skills with the ability to manage multiple projects and changing priorities. Strong written and verbal communication skills. Proficiency with Microsoft Office Suite or similar business software Experience coordinating schedules, work orders, materials, or field personnel Ability to learn and effectively utilize Jobber, Smartsheet, BisTrack, and other operational systems Strong attention to detail and accuracy in documentation and data entry. Ability to work effectively in a fast-paced construction or field-based environment.

Preferred: Associate's or bachelor's degree in Business, Operations, Construction Management, or a related field. Experience in residential construction, building materials, windows and doors, or service operations. Experience with Smartsheet and/or BisTrack Experience with warranty administration or manufacturer claim processes

KPI's Measurables

Timeliness of customer communications and scheduling. Accuracy of documentation and reporting. Efficiency in parts/materials coordination. Contribution to continuous improvement initiatives.

Work Environment & Physical Requirements

Primarily office-based with regular interaction with field technicians, vendors, and customers. May occasionally visit jobsites, warehouses, or other operational locations. Ability to occasionally lift, carry, or move materials weighing up to 25 pounds.