Service Coordinator

Job Description

Job Description

Essential Duties and Responsibilities

• Schedule service appointments and coordinate technician assignments to maximize efficiency and customer satisfaction.
• Develop and maintain daily and weekly workforce plans to support operational needs.
• Enter, track, and maintain service work orders and ensure all customer and service information is accurate and up to date.
• Order parts, materials, and supplies required for service completion and monitor delivery timelines.

• Communicate with Cavco manufacturing, vendors, and suppliers regarding parts availability, warranties, claims, and service requirements.

• Monitor open work orders and generate reports to facilitate timely completion, billing, and invoicing.
• Respond promptly to customer inquiries, concerns, and service requests.
• Follow up with customers regarding service status and resolution of issues.
• Coordinate service needs with sales, production, accounting, warranty, and other departments as necessary.
• Process customer orders and maintain accurate customer account records.
• Assist customers by explaining available service options, warranty coverage, and service procedures.
• Support the sale of additional products or services when appropriate.
• Obtain and review customer information and documentation as required.
• Visit customer locations, when necessary, to gather information, assess service needs, or resolve customer concerns.
• Maintain detailed service records and documentation in accordance with company policies.
• Ensure compliance with all company policies, safety requirements, and customer service standards.
• Perform other duties as assigned.

Qualifications

Education and Experience

• High school diploma or GED required.
• Associate degree in Business Administration, Operations, Customer Service, or related field preferred.
• Minimum of two (2) years of experience in customer service, service coordination, dispatching, operations support, warranty administration, or related field preferred.
• Experience in the manufactured housing, construction, retail, or service industry preferred.

Knowledge, Skills, and Abilities

• Strong customer service and interpersonal skills.
• Excellent verbal and written communication abilities.
• Ability to effectively manage multiple priorities and deadlines.
• Strong organizational and problem-solving skills.
• Proficient in Microsoft Office Suite, including Outlook, Excel, and Word.
• Ability to learn and utilize company systems and service management software.
• Attention to detail and accuracy in recordkeeping and data entry.
• Ability to work independently and collaboratively in a team environment.
• Professional judgment and ability to handle confidential information appropriately.

Physical Requirements

• Ability to sit for extended periods while performing computer-based work.
• Ability to communicate effectively in person, by telephone, and electronically.
• Occasional standing, walking, bending, and lifting up to 25 pounds.
• Ability to travel locally on occasion to customer locations or company facilities.

Working Conditions

• Primarily performed in an office environment.
• Frequent interaction with customers, vendors, and internal stakeholders.
• May require occasional travel to customer homes, retail locations, or service sites.
• May require flexibility to respond to urgent customer service needs.

FLSA Status

Non-Exempt

Reporting Relationship

Reports to the General Manager, Operations Manager, or other designated leader.

Cavco Industries is committed to providing equal employment opportunity without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or any other protected status with respect to recruitment, hiring, promotion and other terms and conditions of employment. Disclaimer: The above statements are intended to describe the general nature and level of work being performed by associates assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.