Service Coordinator

Job Description

Job Description

Are you looking to join an award-winning, family owned, Home Improvement organization? We are looking for you! We are adding a service coordinator position to our top-notch service and scheduling team. As the Service Coordinator, you will be the central connection between customers, technicians, and internal teams for service needs related to windows, doors, showers, and bath products. You will own the service experience from the first customer contact through final follow-up—keeping schedules moving, information accurate, and customers informed every step of the way. This role is ideal for someone who enjoys balancing people, priorities, and details in a fast-paced environment. The right candidate brings a calm, solutions-focused approach, strong follow-through, and the ability to turn service requests into smooth, positive customer experiences. Because this position will also be cross-trained in the Production Department, it offers the opportunity to become a flexible, cross-functional team member who can jump in during peak workloads, vacations, and absences to help keep operations moving and customers supported. Primary Responsibilities Customer Service Create a positive first impression by communicating with customers in a professional, courteous, and timely manner. Manage incoming phone calls, emails, and customer inquiries with responsiveness and accuracy. Listen actively to customer concerns, identify the next best step, and help resolve issues while protecting the customer experience. Close the loop after service appointments by following up, confirming satisfaction, and addressing any outstanding concerns. Scheduling & Service Coordination Build and manage service schedules for windows, doors, showers, and bath products. Optimize technician schedules to support timely arrivals, efficient routing, and productive service days. Keep customers informed by confirming appointments, sharing arrival windows, and communicating schedule changes clearly. Assess urgent requests, adjust priorities quickly, and coordinate schedule changes when service needs shift. Set technicians up for success by providing complete work orders, accurate customer details, and any relevant service notes before each appointment. Administrative Responsibilities Maintain accurate customer records and service documentation. Process warranty claims and service-related paperwork. Update scheduling software and CRM systems. Monitor open service requests and ensure timely completion. Assist with departmental reporting and general administrative support. Team Collaboration Act as a communication hub between Sales, Installation, Production, and Service to keep work moving smoothly from handoff to completion. Contribute ideas and support process improvements that enhance customer satisfaction, response times, and operational efficiency. Build trusted working relationships across departments by communicating clearly, following through, and helping solve problems collaboratively. Cross-Training & Production Support Complete cross-training in the Production Department. Assist Production team members during periods of high demand, employee absences, and vacations. Provide administrative and operational support as needed to maintain workflow and ensure excellent customer service. Demonstrate flexibility by contributing wherever needed to support company goals. Qualifications High school diploma or equivalent required. Previous experience in customer service, scheduling, dispatching, or service coordination preferred. Experience within home improvement, construction, manufacturing, or service industries is a plus. Proficient with Microsoft Office and computer systems. Experience with scheduling software or CRM systems preferred. Skills & Competencies Outstanding customer service skills Excellent verbal and written communication Strong organizational and multitasking abilities High attention to detail Professional phone etiquette Problem-solving mindset Ability to prioritize changing workloads Team-oriented attitude Dependable and adaptable Positive, professional demeanor What Success Looks Like A successful Service Coordinator is someone customers can count on, technicians can trust, and teammates rely on to keep service work organized, responsive, and moving forward. Creates a consistent, professional, and reassuring customer experience. Keeps service schedules accurate, organized, and adaptable when priorities change. Communicates clearly and proactively with customers, technicians, and internal teams. Moves quickly and calmly when service priorities shift or urgent issues arise. Supports coworkers across departments. Contributes to a collaborative and positive workplace culture. This is a hands-on coordination role for someone who enjoys solving problems, supporting customers, and keeping a busy service operation running smoothly.