Service Coordinator

Service Coordinator

Who We Are

Joyce Factory Direct has been an industry leader in home remodeling since 1955, specializing in sunrooms, windows, baths, and doors. We proudly serve multiple markets including Cleveland, Pittsburgh, Charlotte, Columbia, Asheville, and Greenville. We are a third-generation, family-owned and operated company committed to quality craftsmanship and long-term customer relationships. At Joyce, we take pride in manufacturing the majority of our own products, allowing us to deliver superior quality while supporting the communities we serve.

Position Overview

At Joyce, the customer experience doesn't end when an installation is complete. As a Service Coordinator, you'll play a critical role in ensuring our customers continue to receive the high level of service we're known for.

This position serves as the primary point of contact for service-related communication while supporting our Project Managers by coordinating service work, scheduling technicians, and helping resolve customer concerns. You'll be responsible for balancing customer expectations, technician schedules, and operational priorities to keep our service department running efficiently.

This is an ideal opportunity for someone who thrives in a fast-paced environment, enjoys solving problems, and can confidently navigate challenging customer conversations while maintaining professionalism.

Compensation

Competitive hourly pay based on experience, typically ranging from $20-$25 per hour. Exceptional candidates with directly relevant experience may be considered above this range.

What You'll Do

• Coordinate and schedule service appointments for homeowners across multiple territories.
• Build efficient daily routes for service technicians to maximize productivity and response times.
• Work closely with Project Managers and Assistant Project Managers to coordinate follow-up work and service requests.
• Communicate scheduling updates, timelines, and expectations with customers.
• Resolve customer concerns professionally while balancing company policies and operational needs.
• Prioritize multiple service requests and adjust schedules as priorities change throughout the day.
• Educate customers on Joyce products, warranties, and available service options.

You'll Be a Good Fit If You

• Have exceptional phone and customer communication skills.
• Stay calm and professional when working with frustrated or demanding customers.
• Can confidently deliver difficult news or set realistic expectations when necessary.
• Understand common residential construction terminology and basic installation processes.
• Are highly organized with strong attention to detail.
• Can prioritize multiple competing tasks without losing track of important details.
• Enjoy solving logistical challenges and building efficient schedules.
• Are dependable, adaptable, and able to shift priorities quickly as business needs change.
• Have experience in home improvement, construction, remodeling, or scheduling field service technicians (preferred).

Benefits

• Health, Dental, and Vision Insurance
• 401(k) with a 25% uncapped company match
• Employee discounts on home improvement services
• Employee Referral Bonus Program

Why Joyce

• Over 71 years of success as a third-generation, family-owned company
• American-made products backed by an industry-leading reputation
• A collaborative operations team that values communication and teamwork
• Opportunity to make a direct impact on the customer experience
• Stable, growing company with opportunities for long-term career growth

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