Key Responsibilities and Required Skills for Service Coord Representative

🎯 Role Definition

As a Service Coordinator Representative, you are the central hub of our service delivery operation. You will be the primary point of contact for our valued clients, masterfully orchestrating the scheduling and dispatching of our field technicians and service professionals. This role is critical for ensuring operational efficiency, upholding our commitment to superior customer satisfaction, and acting as a vital liaison between customers and our internal teams. This role requires a proactive, detail-oriented, and resourceful individual who thrives in a fast-paced environment and is passionate about solving problems and coordinating complex activities to drive successful outcomes.

📈 Career Progression

Typical Career Path

Entry Point From:

Customer Service Representative
Administrative Assistant
Dispatcher

Advancement To:

Senior Service Coordinator
Service Team Lead
Operations Manager

Lateral Moves:

Project Coordinator
Account Manager

Core Responsibilities

Primary Functions

Act as the first point of contact for all incoming service requests, diligently gathering and verifying critical information from clients via phone, email, and web portals.
Efficiently and accurately schedule and dispatch service technicians or professionals based on skill set, geographical location, and job priority to ensure timely service delivery.
Proactively manage and coordinate complex service schedules, optimizing routes and timelines to maximize field team productivity and meet customer service level agreements (SLAs).
Maintain constant and clear communication with both clients and field personnel, providing real-time updates on job status, potential delays, and estimated arrival times.
Skillfully triage and prioritize urgent service calls, making decisive judgments to reallocate resources and address critical customer issues with immediate attention.
Create, update, and maintain detailed work orders and service tickets within the company's CRM or ERP system, ensuring all information is accurate and complete.
Troubleshoot and resolve a wide range of customer issues, complaints, and inquiries with empathy and professionalism, aiming for first-call resolution whenever possible.
Serve as a key liaison between the customer, sales team, and technical service department to ensure a seamless and integrated customer experience from start to finish.
Manage the complete lifecycle of a service order, from initial client contact and scheduling to final confirmation of job completion and customer satisfaction follow-up.
Prepare and process necessary documentation for service calls, including quotes, parts orders, and preliminary billing information to support the finance department.
Monitor technician progress throughout the day using GPS and scheduling software, proactively addressing any deviations from the planned schedule.
Coordinate with third-party vendors and subcontractors for specialized service needs, ensuring they meet our quality standards and timelines.
Verify warranty information and service contract details to ensure accurate billing and entitlement for customers.
Maintain a deep understanding of the company’s services, products, and operational procedures to provide knowledgeable assistance to clients.
Generate and distribute daily, weekly, and monthly reports on service metrics such as response times, job completion rates, and technician productivity.
Assist in managing the inventory of parts and equipment for the service team, coordinating orders to prevent stockouts and service delays.
Follow up with clients after service completion to confirm satisfaction, gather feedback, and identify opportunities for future service or sales.
Ensure all service activities comply with company policies, industry regulations, and safety standards.
Onboard new clients into the service system, ensuring all contact and equipment information is correctly entered and documented.
Handle and resolve billing or invoicing discrepancies related to service orders, collaborating with the accounting department as needed.

Secondary Functions

Assist with the preparation of regular performance reports and data analysis for the service management team.
Contribute to the continuous improvement of service coordination processes by identifying and suggesting operational enhancements.
Participate actively in team meetings to review performance, discuss challenges, and collaborate on solutions.
Provide backup support for other administrative or coordination roles within the department during periods of high volume or staff absence.

Required Skills & Competencies

Hard Skills (Technical)

CRM/ERP Proficiency: Hands-on experience with CRM software (e.g., Salesforce, Zendesk) or ERP systems (e.g., SAP, NetSuite) for managing customer data and service tickets.
Scheduling & Dispatch Software: Expertise in using automated scheduling, dispatching, or field service management (FSM) software.
Microsoft Office Suite: Advanced proficiency in Microsoft Office, particularly Outlook for managing communications, Excel for reporting and data tracking, and Word for documentation.
Data Entry: High degree of accuracy and speed in data entry to maintain pristine records in all systems.
Basic Accounting Knowledge: Understanding of basic invoicing, quoting, and billing processes.
Multi-line Phone Systems: Experience managing high volumes of inbound and outbound calls on a multi-line phone system.

Soft Skills

Exceptional Communication: Superior verbal and written communication skills to interact clearly and professionally with clients, technicians, and internal teams.
Problem-Solving: Strong analytical and critical-thinking skills to quickly identify issues, evaluate options, and implement effective solutions under pressure.
Multitasking & Time Management: Proven ability to manage multiple priorities, tasks, and deadlines simultaneously in a fast-paced, dynamic environment.
Attention to Detail: Meticulous attention to detail to ensure accuracy in scheduling, documentation, and communication.
Empathy & Customer Focus: A genuine desire to help customers, demonstrating patience, empathy, and a customer-first attitude in all interactions.
Adaptability: Flexibility to adapt to changing priorities, new technologies, and evolving business needs.
Conflict Resolution: The ability to de-escalate tense situations and resolve customer complaints in a calm and positive manner.
Teamwork & Collaboration: A collaborative spirit and the ability to work effectively as part of a cohesive team to achieve common goals.

Education & Experience

Educational Background

Minimum Education:

High School Diploma or equivalent GED.

Preferred Education:

Associate's or Bachelor's Degree.

Relevant Fields of Study:

Business Administration
Communications
Logistics or Supply Chain Management

Experience Requirements

Typical Experience Range:

2-5 years of experience in a customer service, dispatch, or coordination role.

Preferred:

Prior experience in a high-volume service dispatch, logistics, or call center environment is highly desirable. Experience within the specific industry (e.g., HVAC, IT services, healthcare, manufacturing) is a significant plus.