Service Coordinator

The Service Coordinator Role As a Service Coordinator, you'll be the first point of contact when a customer's equipment goes down. You'll take inbound calls and emails, dispatch the right technician quickly, and keep customers updated on repair status from start to finish — treating every case with the urgency it deserves. This is a fully remote position, though on\-call coverage for overtime calls is required. The ideal candidate has strong time management skills, can juggle multiple priorities at once, and communicates clearly and confidently with both customers and technicians by phone and email. You're detail\-oriented, comfortable with the math behind building a repair quote, and able to think on your feet and stay composed when things get busy. Responsibilities Answer inbound customer calls and emails promptly and courteously, treating every equipment failure with the urgency it deserves Coordinate service resources, dispatching and assigning W2 and/or 1099 technicians to mechanical service repairs Create service orders with all information the technician needs to complete the repair correctly the first time Interact with customers to confirm service orders are accurate and dispatched in time to meet customer SLAs Build repair quotes based on technician feedback Maintain open, ongoing communication with technicians throughout the day to schedule manpower effectively and meet customer needs Proactively update customers on the status of their repair — don't wait for them to ask Process and close orders daily Assist technicians in sourcing parts needed for repairs Serve as the single point of contact for customers, vendors, and technicians, providing timely, accurate responses to every inquiry Follow up on pending repairs to ensure timely completion and closure Help ensure technicians are meeting their agreed\-upon KPIs Maintain composure and a positive, solutions\-oriented attitude in a fast\-paced environment Follow processes and procedures that meet client SLAs Meet individual KPIs Qualifications Excellent written, verbal, and interpersonal communication skills A genuine customer\-service mindset — you want to be the person who makes a stressful day better Proficiency in customer interaction and vendor management Critical thinking and problem\-solving skills Strong computer skills Ability to prioritize and manage multiple projects simultaneously Detail\-oriented and accurate in data entry Ability to stay calm and focused in a fast\-paced environment Dispatch experience Salesforce experience preferred This job description is not intended to be all\-inclusive. Employees may perform other related duties as assigned to meet the ongoing needs of the organization.*