Service Coordinator

About You

You enjoy working with people and helping solve problems. You are highly organized, dependable, and known for excellent follow-through. You can manage several priorities at once, communicate well with customers and coworkers, and stay composed when plans change throughout the day.

You enjoy being busy and creating order in a fast-moving environment. When a customer needs help, a technician’s schedule changes, or resources need to be rearranged, you are comfortable taking action, communicating clearly, and keeping things moving.

About the Role

The Service Coordinator is the operational hub of Avinext’s Service Department.

You will coordinate service requests from the time they are received through scheduling, completion, and billing. Throughout the day, you will work closely with customers and technicians to prioritize requests, schedule resources, monitor service tickets, communicate changes, and help ensure our customers receive responsive and professional service.

Our Service Department supports a variety of technologies, including Managed IT, Audio Visual, Electronic Security, and Low Voltage systems. You do not need to be a technician, but you will develop enough technical understanding to recognize the type of assistance a customer needs and coordinate the appropriate resources.

What You’ll Do

• Serve as a primary point of contact for customers requesting service.
• Receive and process service requests from customer walk-ins, phone, email, and our service-management system.
• Gather the information needed to create clear and actionable service tickets.
• Prioritize, schedule, assign, and dispatch service requests to appropriate technicians.
• Monitor technician availability and adjust schedules as customer needs and priorities change.
• Keep customers informed regarding scheduling, ticket progress, delays, and other service updates.
• Monitor Service boards throughout the day and identify unassigned, aging, stalled, or time-sensitive tickets.
• Help ensure service requests are handled in accordance with applicable Service Level Agreement requirements.
• Coordinate escalations and resource changes when additional technical expertise or management involvement is needed.
• Ensure Service tickets contain accurate statuses, notes, categories, time entries, expenses, and other required documentation.
• Review completed tickets for billing readiness and invoice Service work in a timely manner.
• Coordinate vehicle availability for Service personnel, including arranging shared company vehicles with other departments when necessary.
• Maintain organized control and accountability for company vehicle keys.
• Work with technicians and management to reinforce established Service processes and keep work moving efficiently.

What We’re Looking For

• High school diploma or equivalent required; associate degree preferred.
• Two or more years of experience in service coordination, dispatch, customer service, scheduling, operations, or a similar role preferred.
• Excellent organizational and follow-through skills.
• Strong verbal, written, and telephone communication skills.
• Strong customer-service and interpersonal skills.
• Ability to manage multiple priorities and respond effectively when schedules change.
• Strong attention to detail and commitment to accurate documentation.
• Ability to work effectively with technical and non-technical employees.
• Good judgment regarding prioritization, urgency, and escalation.
• Strong computer skills and the ability to learn service-management software.
• Experience with ConnectWise or another ticketing, dispatch, or service-management platform is a plus.
• Experience in technology services, managed services, field service, construction, or a similar service environment is beneficial.

What Success Looks Like

You will be successful in this position when Service requests are acknowledged and scheduled promptly, customers know what is happening, technicians have the information and resources they need, important tickets don’t fall through the cracks, documentation stays accurate, and completed work moves efficiently through billing.

Most importantly, you will help create a Service experience that is organized, responsive, and dependable for both our customers and our team.

Compensation and Benefits

• $21–$29 per hour, depending on experience and qualifications
• Medical, dental, vision, and AD&D insurance
• 401(k) retirement plan
• Cell phone reimbursement plan
• Flexible time off with paid vacation and sick leave
• This is a full-time, in-person position. Remote work is not available for this role.

Travel: None

Accountability and Employment Disclaimer

The Service Coordinator is accountable to the Director of IT Operations. The position also works collaboratively with other members of management, employees, and customers of the company in carrying out its responsibilities.

This job description is intended to describe the general nature and level of work performed by individuals assigned to this position. It is not intended to be an exhaustive list of all responsibilities, duties, or qualifications required. Employees may be asked by supervisors or management to perform other duties consistent with business needs. Performance will be evaluated in part based on the responsibilities and expectations described in this job description.

Avinext reserves the right to revise, modify, or update this job description at any time based on business needs. This job description does not constitute an employment contract or guarantee of employment for any specific duration. Employment with Avinext is at-will and may be terminated by either the employee or Avinext at any time, with or without cause or notice, subject to applicable law and any written employment agreement authorized by the company.

Avinext is an Equal Opportunity Employer. Employment decisions are based on business needs, job requirements, and individual qualifications. Avinext does not discriminate on the basis of race, color, religion, national origin, age, sex, sexual orientation, gender identity, gender expression, genetic information, parental status, military service, disability, protected veteran status, or any other characteristic protected by applicable federal, state, or local law.