Service Coordinator
Reports to: Marketing
Type: Full Time, Hourly
Exemption Status: Non-exempt
Job Summary:
The Service Coordinator is the first point of contact with customers requesting service on their system. The Service Coordinator must be flexible, capable of multi-tasking, willing to work with the public and capable of interfacing with fellow staff members. The Service Coordinator must be willing to work consistent and regular hours during the work week and be ready to flexibly provide backup to others when necessary. Additional projects may be assigned when necessary.
Responsibilities:
- Professionally handle incoming requests from customers and ensure that issues are solved both promptly and thoroughly.
- Gather complete customer information, and document customer’s requests, communications and outcomes in the company’s CRM software.
- Coordinate and maintain Service Technician schedules to maximize time and travel efficiencies and minimize truck rolls.
- Maintain balance between company policy and customer benefit in decision making. Handle issues in the best interest of the customer and the company.
- Process customer warranty claims through product manufacturer’s process and provide ongoing communication with customer regarding claim process.
- Take lead in generating and providing accurate quotes for Service Opportunities, including coordinating with other company departments to select and price materials.
- Follow company processes outlined in the Service Coordinator Process Document.
- Continuously evaluate and identify opportunities to drive process improvements that positively impact the customer’s experience.
- Responsible for compiling and generating reports as they relate to customer service.
Qualifications – Required:
- Education: Minimum of high school diploma
- Experience: 1 – 2 years of previous customer service experience
- Other: Must be outgoing and present an impeccable professional manner
Skills & Abilities:
- Highly developed sense of integrity and commitment to customer satisfaction with a pleasant, patient and friendly attitude.
- Clear, accurate and professional communications, in both verbal and writing skills. Ability to listen with care.
- Strong attention to detail and ability to follow through, with strong decision making and analytical skills; excellent organizational skills
- Experience with multi-line phones; proficient in Microsoft Word, Excel and Outlook;
- Ability to use Salesforce CRM software.
- Willingness to learn technical information regarding PV system design, installation and operation.
- Ability to manage multiple tasks, set priorities and work within time constraints
- Must be a self starter who can work effectively, patiently, and pleasantly with other staff, customers and the general public
Physical Requirements:
- Long stretches of time sitting using a computer, extended periods of time reading a computer screen, repetitive motion for data entry (typing/clicking). Ability to sit or stand for extended periods of time listening to customers.
Disclaimer: The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this position. They are not intended to be construed as an exhaustive list of responsibilities, duties and skills required.
