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.
Customer Services Coordinator Kiosk Information Systems - 3.1 Louisville, CO Job Details Full-time 1 day ago Qualifications Mid-level 3 years Analysis skills Communication skills Time management Full Job Description The Customer Service Department has an opening for a Services Coordinator.
Job Summary:
The Services Coordinator is the operational engine behind KIOSK's field service delivery. Working with the Sr. Services Manager, this role ensures our high-value customers receive "white-glove" service across all installations, site surveys, and preventative maintenance (PM) cycles. This is a high-impact, mid-level role for a logistics professional who thrives in ambiguous situations — someone who can navigate complex international vendor relationships after hours, reconcile financial discrepancies in out-of-scope (OOS) billing, and remain completely unflappable when deployment timelines get tight.
Key Responsibilities:
1.
Field Service Execution & Program Management:
Operational Lead:
Coordinate and drive the execution of hardware installations, site surveys, and preventative maintenance for VIP accounts.
Vendor Orchestration:
Manage communication and scheduling with a network of international vendors, including after-hours support to ensure global projects remain on track across multiple time zones.
Customer Touchpoint:
Serve as a key operational contact for customer project teams, ensuring status updates are clear, professional, and timely. This includes participating in and leading customer meetings. 2.
OOS Composition & Financial Integrity:
Ticket Auditing:
Identify and investigate "Out of Scope" (OOS) service tickets.
Categorization:
Properly classify hardware vs. software failures to ensure data integrity for root-cause analysis.
Financial Reconciliation:
Partner closely with the Finance department to track OOS work from identification to close-out, ensuring KIOSK is accurately compensated for extra-contractual labor. 3.
Performance & Quality Control:
Vendor Accountability:
Monitor vendor performance against Service Level Agreements (SLAs).
PM Tracking:
Maintain a relentless focus on Preventative Maintenance completion rates to minimize downtime for high-value kiosks. 4.
Invoice Review & Approval:
Review, audit, and approve vendor invoices for field service, installations, projects, repairs, storage, logistics, and other managed service activities. Validate invoice accuracy by reconciling work orders, service tickets, and contractual pricing prior to payment approval. Investigate and resolve billing discrepancies Ensure compliance with contractual terms, service level agreements (SLAs), and internal financial controls. Monitor operational spending, identify cost-saving opportunities, and support budget forecasting through invoice and vendor spend analysis. Maintain accurate documentation and audit trails for invoice approvals and financial reporting. Collaborate with project managers and field service teams to verify completed work and ensure accurate vendor billing.
Qualifications:
Bachelor's degree or equivalent professional experience demonstrating high organizational and analytical skills 3-5 years of mid-level experience in field services, deployment coordination, or complex logistics management Power-user proficiency in Salesforce CRM and Microsoft Excel Demonstrated ability to manage international vendor relationships and coordinate across multiple time zones Sufficient technical literacy to communicate effectively with field technicians and accurately categorize equipment failures (hardware vs. software)
Skills and Competencies:
"Unflappable" mindset: calm, focused, and solution-oriented under pressure and shifting priorities Auditor's eye for detail with a relentless follow-up approach to ticket tracking and financial reconciliation Strong organizational and time-management skills with the ability to manage multiple active projects simultaneously Clear and professional written and verbal communication skills for customer facing and cross-functional collaboration Problem-solving mindset with demonstrated ability to navigate grey areas and ambiguous vendor/customer situations Performance Metrics (KPIs):
PM Completion Rate:
Ensuring 100% of preventative maintenance cycles are completed on time.
OOS Recovery:
Maximizing the identification and successful billing of out-of-scope work.
Customer Satisfaction:
Maintaining high service quality scores for our top-tier clients.
Vendor Performance:
High reliability and responsiveness from our international Partners.
