Description:
The Service/Route Coordinator is a key member of the operations team, responsible for managing customer interactions, coordinating service schedules, optimizing routes, and supporting field operations. This role ensures efficiency and accuracy in scheduling, account management, and operational processes, contributing to an excellent customer experience.
Specific Job Function:
Customer Interaction & Support
- Handle inbound and outbound customer calls with professionalism and empathy.
- Greet and assist walk-in customers.
- Resolve customer inquiries, concerns, and complaints efficiently.
- Schedule service appointments/deliveries and follow-up communications.
- Conduct outbound calls to generate revenue and promote services.
Service/Route Coordination & Scheduling
- Create and manage service tickets, preventive maintenance actions, and work orders.
- Review service schedules and assign tasks to field service technicians.
- Optimize routes for field service teams to ensure minimal travel time and maximum efficiency.
- Adjust schedules as needed based on availability, emergencies, or cancellations.
- Track service completion and follow up on open work orders. Process and review work orders to ensure accuracy and compliance.
- Collaborate with field teams to resolve scheduling conflicts and operational issues. Assist field teams with support requests and maintain effective communication.
Account & Equipment Management
- Set up and maintain accurate customer records in the system.
- Process customer cancellations and ensure proper documentation. Facilitate the collection of equipment after cancellations and update account statuses.
- Coordinate the collection or replacement of rental equipment.
Operational & Administrative Support
- Monitor call volumes and identify support needs.
- Assist with special projects and reporting as required.
- Continuous Improvement & Training
- Propose process improvements to enhance efficiency and customer satisfaction.
- Contribute to team discussions to optimize operational workflows and identify improvement opportunities.
- Participate in ongoing training and development initiatives.
- Support special projects and initiatives as assigned by management.
Qualifications:
- High school diploma or equivalent required; Associate's or Bachelor's degree in Business Administration, Operations Management, or a related field (preferred).
- Proficiency in IFS, Salesforce, or similar systems, with strong Microsoft Office Suite skills.
- Excellent verbal and written communication for effective customer and team interactions.
- Strong organizational skills, with the ability to multitask and prioritize in a fast-paced environment.
- Proven problem-solving abilities to address scheduling and operational challenges.
- Attention to detail and accuracy in managing records, invoices, and schedules.
- Previous experience in customer service, route coordination, or operations (preferred).
Competencies:
To perform the job successfully, an individual should demonstrate the following competencies in this position:
Resourcefulness Customer Focus Team Player
Attention to Detail Integrity Organizational/Planning
Communication Analytical Judgment/Decision Making
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