Service Coordinator (49504)
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Job Location:
Mayfield Heights, OH - USA
Monthly Salary:
Not Disclosed
Posted on:
4 hours ago
Vacancies:
1 Vacancy
Job Summary
The Service Coordinator will be the central point of contact for customer service inquiries and service dispatch management. The ideal candidate will be responsible for handling customer support calls creating dispatches coordinating service calls following up with customers and Factory Authorized Service Agent (FAS) and ensuring timely resolution of service issues with an overall average goal of <16 business hours to close out non-emergency calls. Emergency calls should be closed out in <8 business hours. This individual will also provide basic troubleshooting support and manage customer information in Salesforce.
Schedule: Friday - Monday 12:30 PM - 11:00 PM EST
Essential Duties and Responsibilities:
Answer Customer Support Line: Handle incoming customer service inquiries via phone providing prompt and professional assistance.
Dispatch Service Calls (Priority and Close Within 1-2 Days depending on priority): Assign and manage service calls prioritizing them appropriately and ensuring they are resolved within 1-2 days.
Follow Up with Customers: Ensure timely follow-up with customers to ensure satisfaction and keep them updated on service status.
Follow Up with FAS (In Assigned Region): Coordinate with Factory Authorized Service Agent (FAS) in the designated region to ensure smooth service operations.
Reassign FAS if Needed: Reassign FAS to different service calls or regions when necessary to ensure optimal service levels and efficiency.
Update Customer Account Info: Maintain and update customer account details in the system to ensure accurate and current information for service tracking.
Maintain Relationship with FAS: Cultivate positive relationships with FAS to enhance service delivery and communication.
Knowledge of Warranty Processes
A background in handling warranty information and policies is essential to making decision to dispatch a service call.
Provide Warranty Status Updates to Customers & FAS: Use Salesforce to update and communicate warranty statuses to customers and FAS in a timely manner.
Basic Troubleshooting Support: Provide initial troubleshooting support to customers before dispatching service resolving basic issues when possible.
Update Notes in a Timely Manner: Ensure service call and customer account notes are consistently updated in Salesforce for accurate tracking and reporting.
Email Monitoring and Reply: Monitor and respond to customer service inquiries via email providing helpful and timely responses.
Manage time effectively to focus on remaining in the phone queue and available during working hours
Consistently operate in a manner that aligns with the Company Core Values
DISCLAIMER: The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities duties and skills required of personnel so classified.
Qualifications
Qualifications:
Experience in customer service preferably within service coordination or support roles.
Knowledge of service dispatching and coordination processes.
Familiarity with Salesforce or similar CRM software is a plus.
Strong communication skills both verbal and written with a focus on customer satisfaction.
Basic technical troubleshooting skills or a willingness to learn.
Strong organizational skills with the ability to manage multiple tasks efficiently.
Ability to work collaboratively with internal teams and external partners (FAS).
Proactive and solution-oriented approach to problem-solving.
Must be located in Central or Eastern time zone
OUR BENEFITS:
We believe that our people are one of our most valuable assets. Thats why we provide our employees with a competitive benefits package that helps protect their health income and lifestyle. Some offerings are dependent upon the role work schedule or location and can include the following:
Competitive wage
Healthcare (medical dental vision)
401(k) savings plan
Wellness Program
Supplemental Health Plans
Employee Assistance Program
Training and Development
Tuition Assistance
Holiday Pay opportunities
Employee discounts
Paid Time Off (PTO)
On-the-job training and skills development
Basic Life Insurance
Leave Program
Employee Events and more
For more company information visit
Cleveland Range LLC. is an equal opportunity employer which values diversity in the workplace. All applicants shall receive equal consideration and treatment in employment without regard to race color religion ancestry national origin age sex marital status familial status medical condition or any other status protected by law. All recruitment hiring placements transfers and promotions will be on the basis of individual skills knowledge abilities and business need.
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#LI-Remote
#INDGARLANDUS
Required Experience:
IC
Key Skills
- Senior Care
- Customer Service
- Developmental Disabilities Experience
- Computer Skills
- Microsoft Outlook
- Case Management
- Computer Literacy
- Dispatching
- Home Care
- Administrative Experience
- Social Work
- Word Processing
