A Customer Service Supervisor supervises staff that provide customer service for a company. Assists staff as needed, or deals directly with customers. Implements policies with regard to company products or services. Answers questions, resolves problems and complaints and approves refunds or exchanges for customers.
Madison, AL Job Details Full-time $18 - $22 an hour 1 day ago Benefits Health insurance Dental insurance Paid time off Vision insurance 401(k) matching Life insurance Qualifications Customer communication High school diploma or GED Attention to detail Business Time management Full Job Description Service Coordinator Position Summary The Service Coordinator is responsible for coordinating the scheduling, dispatching, and administrative activities of assigned service requests from initial customer contact through work order completion. This position serves as the central point of coordination between customers, field personnel, Procurement, and leadership to ensure service work is completed safely, efficiently, on schedule, and in accordance with company standards. The Service Coordinator takes ownership of assigned service requests by anticipating challenges, maintaining accurate documentation, communicating proactively, and ensuring all service requirements are met before technicians are dispatched. This position plays a critical role in delivering an exceptional customer experience while supporting efficient field operations. Essential Duties & Responsibilities Service Execution & Coordination Coordinate assigned service requests from customer contact through work order completion. Schedule and dispatch technicians based on availability, customer requirements, geographic location, and operational priorities. Monitor service schedules and proactively adjust assignments as priorities change throughout the day. Coordinate recurring preventative maintenance schedules and service requirements. Ensure all service-related requirements have been completed prior to dispatch. Customer & Relationship Management Serve as the primary point of contact for customers throughout assigned service requests. Maintain regular communication with customers regarding service status and scheduling. Coordinate communication between customers, technicians, Procurement, and company leadership. Communicate schedule changes, delays, and service updates in a timely and professional manner. Identify potential service issues and communicate concerns before they impact customer expectations. Logistics, Materials & Readiness Verify all required parts and materials are available or have been delivered prior to dispatching technicians for return trips. Ensure field personnel receive any documentation and service information necessary to successfully complete the work. Coordinate technician schedules and service requirements to maximize operational efficiency. Documentation & Financial Support Maintain accurate service records within ServiceTitan or other company software platforms. Track service requests and work order progress through completion. Ensure all required service documentation is completed and submitted accurately and timely. Support timely and accurate customer invoicing by maintaining complete service records. Quality, Process & Accountability Follow established company procedures and service workflows. Maintain accurate, real-time service notes and documentation. Identify process improvements that increase efficiency and customer satisfaction. Take ownership of service-related issues and work proactively toward resolution. Maintain a high standard of professionalism, urgency, and customer service. Required Qualifications Education High school diploma or equivalent required. Associate's degree in Business, Operations Management, or a related field (preferred but not required). Experience Two (2) years of experience in service coordination, dispatching, scheduling, operations, or a related field preferred. ERP / field service software experience (ServiceTitan, NetSuite, or similar preferred) (preferred but not required). Knowledge, Skills & Abilities Strong organizational and time-management skills Excellent written and verbal communication High attention to detail Ability to manage multiple projects simultaneously Calm, solutions-oriented under pressure Strong sense of ownership and follow-through
Pay:
$18.00 - $22.00 per hour
Benefits:
401(k) matching Dental insurance Health insurance Life insurance Paid time off Vision insurance
