COORDINATOR, Georgia Spa Company, Auburn GA

Service, Delivery & Valet Coordinator

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.