COORDINATOR, Georgia Spa Company, Auburn GA

Service, Delivery & Valet Coordinator

Department: Operations / Service
Reports To: Service Manager / Assistant Service & Valet Manager
Position Type: Full-Time
Location: Georgia Spa Company Outlet & Service Center / Distribution Center

Position Summary

The Service, Delivery & Valet Coordinator is responsible for coordinating the daily scheduling, customer communication, documentation, and administrative workflow for Georgia Spa Company's Service, Delivery, and Valet departments.

This position serves as the central point of coordination between customers and Georgia Spa Company's field operations. The Coordinator schedules Service Technicians, Valet Technicians, and Delivery Teams; manages customer appointments; maintains accurate work orders; processes completed tickets; coordinates warranty claims and parts installations; and ensures customers receive timely and professional communication throughout the process.

The Coordinator must be able to manage a high volume of active jobs at different stages of completion while maintaining accuracy, urgency, and strong follow-through.

This position requires someone who can look beyond today's schedule. The Coordinator must recognize potential problems, identify what is preventing a job from moving forward, communicate with the appropriate people, and ensure every open customer issue has a clear next step.

The goal of this position is to keep customers informed, field teams productive, schedules efficient, and jobs moving from initial request through successful completion.

Customer Communication

Customer communication is a primary responsibility of this position.

The Service, Delivery & Valet Coordinator will:

• Answer incoming calls regarding Service, Delivery, and Valet appointments, questions, issues, and concerns.
• Serve as a primary customer contact for scheduling-related matters.
• Gather complete and accurate information from customers.
• Communicate appointment dates and expectations clearly.
• Provide customers with updates regarding delays, parts, rescheduling, or additional work.
• Return calls, emails, and messages promptly.
• Maintain professional communication with customers even during difficult situations.
• Handle and help mitigate customer-service concerns.
• Take ownership of customer issues through resolution or appropriate escalation.
• Document important customer conversations.
• Follow through on commitments made to customers.
• Escalate significant or unresolved customer concerns to management.
• Ensure customers receive proactive updates rather than having to repeatedly contact the company for information.

Service Coordination

• Schedule service appointments for hot tubs, swim spas, saunas, cold plunge systems, and other products serviced by Georgia Spa Company.
• Schedule Service Technicians according to established geographic zones.
• Consider technician skill level, location, availability, urgency, and customer needs when scheduling.
• Gather detailed information regarding service concerns before scheduling.
• Create and maintain accurate service work orders.
• Ensure Service Technicians have accurate customer and job information.
• Review open service tickets regularly.
• Monitor jobs requiring return visits.
• Schedule return appointments when additional work is necessary.
• Monitor service jobs awaiting parts.
• Coordinate delivery and installation of replacement parts.
• Communicate appointment changes to customers and technicians.
• Monitor aging service tickets and identify jobs requiring additional attention.
• Assist with warranty-related service work.
• Ensure incomplete jobs have a documented next step.
• Escalate technical concerns to the Service Manager when necessary.

Delivery Coordination

• Schedule delivery of hot tubs, swim spas, saunas, cold plunge systems, massage chairs, grills, and other products sold by Georgia Spa Company.
• Review sales orders before scheduling.
• Verify customer contact information, delivery address, products, accessories, and delivery requirements.
• Ensure required information and documentation are complete before delivery.
• Communicate with customers regarding all aspects of the delivery process.
• Explain delivery expectations and customer site-preparation requirements.
• Coordinate delivery dates based on customer availability, geography, staffing, product availability, and equipment requirements.
• Communicate schedules and job requirements to Delivery Teams.
• Coordinate with Warehouse personnel to ensure products are available and appropriately staged.
• Coordinate third-party services when necessary.
• Identify deliveries requiring special equipment, additional personnel, or unusual site considerations.
• Communicate delays or schedule changes promptly.
• Reschedule deliveries when necessary.
• Monitor outstanding deliveries through completion.
• Follow up with customers following delivery when required.
• Coordinate resolution of outstanding delivery items.
• Escalate significant delivery concerns to management.

Valet Coordination

• Schedule recurring and one-time Valet appointments for hot tubs, swim spas, saunas, and applicable products.
• Schedule Valet Technicians according to established geographic zones and routes.
• Maintain recurring customer schedules.
• Add new customers to appropriate routes.
• Schedule Valet Technicians for customer orientations.
• Coordinate schedule changes and cancellations.
• Reschedule missed appointments.
• Communicate schedule changes with customers and technicians.
• Maintain accurate customer notes and special service instructions.
• Coordinate delivery and installation of parts when required.
• Monitor incomplete Valet appointments.
• Follow up on unresolved customer issues.
• Track recurring customer cancellations and communicate trends to management.
• Work with the Assistant Service / Valet Manager to improve route density and efficiency.
• Help ensure customers receive service according to their established schedule.

Daily Scheduling & Dispatch

The Coordinator is responsible for actively managing schedules throughout the workday.

Responsibilities include:

• Build efficient daily and future schedules.
• Review the following day's appointments in advance.
• Confirm required information is available before dispatching field employees.
• Identify scheduling conflicts before they affect customers.
• Communicate daily schedules to Service Technicians, Valet Technicians, and Delivery Teams.
• Monitor field-team progress throughout the day.
• Respond to employee call-outs, cancellations, delays, weather conditions, emergency service needs, and other unexpected changes.
• Adjust schedules as necessary.
• Fill cancellations and schedule openings whenever practical.
• Communicate delays to affected customers.
• Notify management of significant staffing or capacity concerns.
• Review incomplete appointments at the end of the day.
• Ensure outstanding jobs are rescheduled or assigned an appropriate next action.

Routing & Zoning

Efficient routing is an important responsibility of this position.

The Coordinator will:

• Follow established geographic Service and Valet zones.
• Group appointments geographically whenever practical.
• Develop efficient Delivery routes.
• Minimize unnecessary mileage and drive time.
• Consider technician capabilities when assigning Service appointments.
• Maintain efficient recurring Valet routes.
• Identify inefficient scheduling patterns.
• Recommend changes to zones or routes when appropriate.
• Work with management to improve field-team utilization.
• Maximize productive appointments without negatively affecting customer service.

Ticket Processing & Customer Charges

• Review completed Service and Valet tickets.
• Verify work performed has been properly documented.
• Confirm labor, parts, chemicals, and other applicable charges are recorded correctly.
• Ensure customers are charged appropriately according to company procedures.
• Research missing or questionable charges.
• Contact technicians when additional documentation is required.
• Close completed tickets after confirming required information is accurate.
• Ensure tickets requiring additional work remain open with a documented next step.
• Communicate billing discrepancies to management or Accounting when appropriate.
• Maintain accurate supporting documentation.

Warranty Administration

• File warranty claims associated with applicable sales orders and service work.
• Gather documentation required for warranty submission.
• Verify technician notes and required product information are available.
• Obtain photographs, serial numbers, parts information, and other documentation when required.
• Monitor warranty items awaiting additional information.
• Coordinate ordering, delivery, and installation of approved warranty parts as assigned.
• Maintain organized warranty records.
• Follow up on open warranty items.
• Communicate warranty-related customer updates when appropriate.
• Escalate warranty concerns to management when necessary.

Parts Coordination

• Coordinate parts needed for scheduled Service and Valet appointments.
• Communicate with Parts personnel regarding required products.
• Monitor jobs awaiting parts.
• Schedule installation once required parts become available.
• Ensure customers receive appropriate updates regarding parts delays.
• Verify field employees are aware when required parts are available.
• Assist with coordinating warranty replacement parts.
• Maintain accurate notes regarding parts-related delays and next steps.

Work Order Management

The Coordinator is responsible for maintaining accurate information within RB Control Systems and other company systems.

Responsibilities include:

• Create and update work orders.
• Maintain accurate customer information.
• Enter detailed customer and appointment notes.
• Document schedule changes.
• Record customer communication.
• Update job status as work progresses.
• Review open work orders.
• Identify missing information.
• Follow up on jobs awaiting parts, customer responses, approvals, or additional work.
• Ensure completed jobs are properly closed.
• Maintain sufficient documentation so another employee can quickly understand the current status of an open job.

Active Job Management

The Service, Delivery & Valet Coordinator must be comfortable managing 20-30 or more active jobs simultaneously at various stages of completion.

These may include:

• New service requests
• Scheduled service appointments
• Deliveries
• Recurring Valet appointments
• Customer orientations
• Warranty claims
• Jobs awaiting parts
• Return visits
• Rescheduled appointments
• Incomplete field work
• Customer-service concerns
• Third-party coordination
• Jobs awaiting customer responses

For every open job, the Coordinator should be able to determine:

Where is the job now? What is preventing completion? What needs to happen next? Who owns the next action?

Problem Solving & Continuous Improvement

• Recognize issues and potential issues before they negatively affect the customer.
• Gather complete information before making decisions.
• Make appropriate short-term scheduling and customer-service decisions.
• Know when management involvement is necessary.
• Identify recurring problems.
• Determine potential root causes.
• Recommend solutions to management.
• Assist with implementing improved procedures.
• Look for opportunities to improve scheduling, communication, efficiency, and customer satisfaction.
• Evaluate whether corrective actions have resolved recurring issues.
• Maintain composure when priorities change unexpectedly.

Cross-Department Coordination

The Service, Delivery & Valet Coordinator will communicate regularly with:

• Service Manager
• Assistant Service / Valet Manager
• Service Technicians
• Valet Technicians
• Delivery Teams
• Warehouse
• Parts
• Refurbishment
• Sales Professionals
• Sales Leadership
• Sales Administration
• Accounting
• Operations Leadership
• Third-Party Vendors and Contractors

The Coordinator is expected to provide accurate information and proactively communicate issues that could affect another department or the customer.

Key Performance Indicators

Performance may be measured using metrics including:

Service

• Lead time to appointment
• Open and aging service tickets
• Scheduling accuracy
• Jobs awaiting parts
• Return appointments
• Warranty processing
• Completed appointments

Delivery

• Delivery lead time
• On-time delivery
• Successful delivery completion
• Preventable reschedules
• Scheduling efficiency
• Customer communication

Valet

• Recurring appointments completed as scheduled
• Route efficiency
• Missed appointments
• Rescheduled appointments
• Customer retention
• Zoning efficiency

Overall

• Customer satisfaction
• Response time
• Scheduling accuracy
• Ticket-closing accuracy
• Work-order accuracy
• Open-job follow-up
• Timeliness of customer communication
• Ability to manage workload
• Documentation quality
• Resolution of outstanding issues

Position Expectations

The Service, Delivery & Valet Coordinator is expected to:

• Provide exceptional customer service.
• Maintain a high level of organization.
• Communicate proactively.
• Maintain exceptional attention to detail.
• Manage multiple priorities simultaneously.
• Take ownership of assigned responsibilities.
• Follow through until issues are resolved.
• Maintain accurate schedules and records.
• Meet established deadlines.
• Remain calm in a fast-paced environment.
• Adapt quickly when priorities change.
• Recognize potential problems early.
• Ask questions when information is incomplete.
• Work independently while keeping management informed.
• Maintain confidentiality.
• Look continuously for opportunities to improve processes.
• Support Georgia Spa Company policies, procedures, and customer-service standards.

Qualifications

Required

• High school diploma or equivalent.
• Strong customer-service skills.
• Excellent written and verbal communication skills.
• Strong organizational and multitasking abilities.
• Ability to manage 20-30+ active jobs simultaneously.
• Excellent attention to detail.
• Strong problem-solving and decision-making skills.
• Ability to prioritize work based on urgency and customer needs.
• Basic proficiency with Microsoft Excel, Word, Outlook, or equivalent programs.
• Ability to learn and utilize RB Control Systems and other company software.
• Ability to work independently and as part of a team.

Preferred

• Minimum of two years of experience in customer service, scheduling, dispatch, coordination, field service, logistics, or a similar position.
• Experience scheduling field employees.
• Experience with route or zone-based scheduling.
• Experience with work-order management.
• Experience processing warranties.
• Experience with customer billing or ticket closing.
• Experience using CRM, POS, dispatch, or scheduling software.
• Experience in hot tubs, pools, home services, HVAC, plumbing, electrical, appliance repair, logistics, or a related field.

Equivalent combinations of education and relevant experience may be considered.

Supervisory Responsibility

This position coordinates the daily schedules and assignments of field employees but does not have primary supervisory responsibility for those employees unless specifically assigned by management.

Employee coaching, performance management, disciplinary action, and formal supervision remain the responsibility of the Service Manager and/or Assistant Service / Valet Manager.

The Coordinator is expected to communicate scheduling expectations clearly and promptly report attendance, performance, customer-service, or other employee concerns to management.

Work Environment

The work is primarily performed in a professional office environment and includes:

• Extended periods of sitting and computer use.
• Frequent telephone communication.
• Continuous use of scheduling and company systems.
• Regular interaction with customers and field employees.
• Frequent interruptions and changing priorities.
• A fast-paced environment requiring strong organization and attention to detail.

Location

This position works primarily from Georgia Spa Company's Service and Operations facilities as assigned.

Outlet & Service Center
1515 University Drive
Auburn, GA 30011

Compensation & Benefits

Georgia Spa Company offers a competitive compensation and benefits package, which may include:

• Competitive Pay
• 100% Employee-Owned Company (ESOP)
• Medical Insurance
• Dental Insurance
• Vision Insurance
• 401(k) with Company Match
• Paid Time Off (PTO)
• Paid Holidays
• Life Insurance
• Short-Term Disability Insurance
• Accident Insurance
• Critical Illness Insurance
• Employee Purchase Program
• Employee Recognition Programs
• Professional Development Opportunities
• Career Advancement Opportunities
• Additional benefits based on eligibility and company policy

Not all benefits are immediately available. Eligibility may depend on plan requirements and length of employment.

Equal Employment Opportunity

Georgia Spa Company is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, sex, national origin, age, disability, veteran status, genetic information, or any other status protected by applicable federal, state, or local law.

This commitment applies to all aspects of employment, including recruitment, hiring, training, compensation, benefits, promotion, discipline, termination, and other terms and conditions of employment.