Service Coordinator

Description:

Summary:

The Service Coordinator is responsible for handling issues with product either under warranty or out of warranty. Advising the customer on best route for fixing their issue. Handle customer from beginning of process to completion.

Essential Duties:

• Answer phones and create a service ticket for warranty issues.
• Schedule and coordinate service calls.
• Submit warranty claims and resolve conflicts with last minute schedule changes.
• General communication focal point for customers, sales reps and service techs calling with questions.
• Stay current on all product updates.
• Interact with Warehouse to resolve problems when needed.
• Make sure the optimal service process is followed.
• Communicate areas of process improvement to management.
• Additional duties as specified by management.

Requirements:

Qualifications:

• Demonstrate ability and willingness to learn, strong attention to detail, positive attitude and ability to be flexible and embrace change.
• Demonstrate a strong customer focus rooted in empathy.
• Communicate effectively with peers, management, and customers.
• Exercise good judgment and independent decision-making skills
• Demonstrate exceptional listening, questioning, call control, and de-escalation techniques.
• Be proactive, have effective time management and organizational skills.
• Display dependability with a solid attendance record.