Service Coordinator at Impact Environmental Group
Worldwide
$0.026k - $0.03k
<div> <div><b>The Service Coordinator Role</b></div> <div>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.</div> <div>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.</div> <div><b>Responsibilities</b></div> <ul> <li>Answer inbound customer calls and emails promptly and courteously, treating every equipment failure with the urgency it deserves</li> <li>Coordinate service resources, dispatching and assigning W2 and/or 1099 technicians to mechanical service repairs</li> <li>Create service orders with all information the technician needs to complete the repair correctly the first time</li> <li>Interact with customers to confirm service orders are accurate and dispatched in time to meet customer SLAs</li> <li>Build repair quotes based on technician feedback</li> <li>Maintain open, ongoing communication with technicians throughout the day to schedule manpower effectively and meet customer needs</li> <li>Proactively update customers on the status of their repair — don't wait for them to ask</li> <li>Process and close orders daily</li> <li>Assist technicians in sourcing parts needed for repairs</li> <li>Serve as the single point of contact for customers, vendors, and technicians, providing timely, accurate responses to every inquiry</li> <li>Follow up on pending repairs to ensure timely completion and closure</li> <li>Help ensure technicians are meeting their agreed-upon KPIs</li> <li>Maintain composure and a positive, solutions-oriented attitude in a fast-paced environment</li> <li>Follow processes and procedures that meet client SLAs</li> <li>Meet individual KPIs</li> </ul> <div><b>Qualifications</b></div> <ul> <li>Excellent written, verbal, and interpersonal communication skills</li> <li>A genuine customer-service mindset — you want to be the person who makes a stressful day better</li> <li>Proficiency in customer interaction and vendor management</li> <li>Critical thinking and problem-solving skills</li> <li>Strong computer skills</li> <li>Ability to prioritize and manage multiple projects simultaneously</li> <li>Detail-oriented and accurate in data entry</li> <li>Ability to stay calm and focused in a fast-paced environment</li> <li>Dispatch experience</li> <li>Salesforce experience preferred</li> </ul> <div><i>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.</i></div> </div><br>
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