Service Coordinator

Reports to:   Senior Service Coordinator

The Unified Service Coordinator takes ownership of customer service cases and is responsible for customer communications and follow-up, scheduling, data entry, billing, parts ordering, and RMA’s. The Service Coordinator also provides backup support to the Operations Center.  Suitable candidates must be able to provide professional customer facing communications under fast paced and stressful situations.

Essential Functions:

  • Manage customer service cases including initiation, updates, and follow up
  • Handle non-technical related scheduling, coordination, and follow up with customer
  • Enter new service cases as needed to backup Operations Center
  • Provide backup for Operations Center phone calls
  • Provide forward facing phone interaction with customers
  • Provide escalation support to Operations Center
  • Research project background information related to service cases for proper billing
  • Generate purchase orders for parts orders for service
  • Generate quotes related to parts and/or service calls
  • Generate final service call invoicing
  • Verify parts availability with vendors to ensure timely arrival for service calls
  • Review and verify proper documentation on installation projects for turnover to service
  • Schedule and coordinates preventative maintenance visits
  • Process and follow up tracking on parts orders and RMA’s for defective equipment
  • Provide high volume data entry

Universal Responsibilities:

  • Represent Unified in a positive and professional manner at all times
  • Productively interface with all team members and project stakeholders – internal and external
  • Understand and follow Unified policies and procedures
  • Proactively identify and discuss ideas to improve policies and procedures
  • Demonstrate respect to co-workers, customers and vendors
  • Take responsibility for your own actions and activities
  • Promptly reply to all email and voicemail communications, including outside of standard work hours when required
  • Complete timecards daily
  • Keep work area clean and free of clutter, to include (where applicable) office space
  • Keep all scheduled activities current in your Unified MS Outlook calendar
  • Be respectful in the care and handling of all company and client owned resources

Qualifications/Requirements:

  • Working knowledge of Microsoft Office suite
  • Must be able to effectively communicate with Service Team members as well as customers in a professional manner
  • Previous experience in customer based role
  • Strong organizational and time management skills
  • Strong verbal and written communication skills
  • Strong ability to multi-task in fast paced environment

Service Coordinator