Service Coordinator

Service Coordinator

Position Summary: At Ouverson Sewer & Water, we believe every customer interaction is an opportunity to create a legendary experience. As a Service Coordinator, you will serve as the primary point of contact for customers while supporting the day-to-day operations of our service team. This role is responsible for scheduling appointments, maintaining accurate job information, coordinating communication between customers and technicians, and ensuring every job progresses smoothly from the initial call through completion. The ideal candidate is highly organized, customer-focused, and thrives in a fast-paced environment where attention to detail and communication are essential.

What You'll Do:

• Answer incoming customer calls with professionalism, empathy, and a solutions-focused attitude.
• Schedule service, sales, inspection, and follow-up appointments while maximizing technician efficiency.
• Accurately enter and maintain customer information, job details, and documentation within ServiceTitan.
• Coordinate appointment changes and communicate schedule updates with customers and field technicians.
• Send estimates, process invoices, assist with permits, and complete administrative documentation as needed.
• Monitor active jobs to ensure timely completion and proactively communicate updates to customers.
• Escalate customer concerns, scheduling conflicts, or operational issues to the Lead Service Coordinator or Operations Manager.
• Follow company Standard Operating Procedures (SOPs) while identifying opportunities for continuous improvement.
• Provide administrative support to the Operations Manager and field team.
• Collaborate with teammates to ensure an exceptional customer experience throughout every stage of the service process.

What We're Looking For:

• Required Qualifications:
• High School Diploma or GED.
• Minimum of two (2) years of customer service, scheduling, dispatching, administrative support, or related experience.
• Excellent verbal and written communication skills.
• Strong organizational skills with the ability to prioritize multiple tasks in a fast-paced environment.
• High level of accuracy and attention to detail.
• Proficiency with Microsoft Office (Outlook, Word, Excel).
• Preferred Qualifications:
• Experience using ServiceTitan or similar scheduling/dispatch software.
• Previous experience within the home service industry.
• Experience supporting field service or operations teams.

What Success Looks Like:

• Accurate and efficient appointment scheduling
• Outstanding customer service and professionalism
• Complete and accurate job documentation
• Timely completion of administrative tasks
• Strong communication with customers and internal teams
• Excellent attendance and dependability
• Effective collaboration across departments

Core Competencies:

• Customer Focus
• Communication
• Organization
• Accountability
• Attention to Detail
• Teamwork
• Time Management
• Adaptability
• Problem Solving
• Decision-Making

The Service Coordinator independently manages daily scheduling, customer communication, and administrative responsibilities while following established company procedures. Customer escalations, workflow changes, staffing concerns, pricing exceptions, and operational decisions are referred to the Lead Service Coordinator or Operations Manager.

Why Join Us:

At Ouverson Sewer & Water, we're committed to building a team that delivers Legendary Service and Legendary Care. We invest in our employees by providing the tools, training, and support needed to grow professionally while making a meaningful impact on our customers and teammates every day. Integrity, satisfaction, fairness, ethics... with everything we do and everyone we meet. Ouverson Sewer & Water is an equal opportunity employer. We consider all applicants for employment regardless of race, color, religion, sex, gender identity, pregnancy, national origin, ancestry, citizenship, age, marital status, physical disability, sexual orientation, genetic information, or any other characteristic protected by state or federal law. Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.