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.
Monday to Friday (Hybrid) Atlantic Group is hiring a Service Coordinator in Waltham, MA for our client, supporting customer service, technical support routing, field service dispatch, and scheduling operations. This entry-level role serves as a first point of contact for incoming service requests and coordinates assignments across field teams using CRM and scheduling systems. The ideal candidate brings strong customer service skills, technical aptitude, and the ability to manage multiple requests efficiently. Responsibilities as the
Service Coordinator:
Call Coordination:
Manage incoming service calls and route customers to the appropriate technical support resources based on their needs.
Service Dispatch:
Assign field service requests to the appropriate representatives based on established territories and coverage.
Scheduling Support:
Coordinate field service schedules, assignments, and updates to support efficient service delivery.
CRM Management:
Maintain accurate customer, product, service, and warranty information across CRM platforms.
Data Administration:
Complete data entry, system updates, and routine processing tasks while maintaining accurate records.
Team Support:
Assist customer service and field service teams with additional coordination and administrative needs as assigned. Qualifications for the
Service Coordinator:
Education:
Associate degree is required, with a bachelors degree preferred.
Experience:
1-3 years of experience in customer service, service coordination, dispatch, scheduling, or a related support role is required.
Industry Knowledge:
Familiarity with technical support, field service, or service-based operations is preferred.
Technical Skills:
Proficiency with Microsoft Excel and experience using CRM, scheduling, or service management systems are required.
Skills & Attributes:
Strong phone communication, customer service, organization, interpersonal, and multitasking skills with an aptitude for learning technical products and processes.
Application Notice:
Qualified candidates will be contacted within 2 business days of application. If an applicant does not meet the above criteria, Atlantic Group will keep your resume on file for future opportunities and may contact you for further discussion.
