Role Overview

The Service Coordinator is our valued customers' primary point of contact during business hours. This role

addresses customer inquiries, resolves issues, and assists with various requests. The Service Coordinator will use

problem-solving skills and product knowledge to ensure customers receive the best possible service.

Key Responsibilities

• Schedule service calls and appointments

• Assist customers in troubleshooting technical issues over the phone.

• Investigate and resolve service problems by identifying root causes and providing effective solutions.

• Follow up with customers to ensure their issues are fully resolved.

• Create service tickets for issues that cannot be resolved over the phone, ensuring that detailed information

is documented.

• Handle requests related to account management, including cancellations and transfers. Update and

maintain customer records in the database. Assist technicians by ensuring accurate documentation of client

accounts.

• Effectively communicate the value of our products and services to customers, aligning features with their

specific needs.

• Accurately and thoroughly document service tickets with pertinent details related to the service

agreements, including the scope of work. Verify completion of technician tasks and confirm that all

documents relevant to customer accounts have been uploaded. Open customer accounts by accurately

recording information and ensuring data integrity.

• Review customer profiles to identify their unique needs and recommend appropriate services, including

upgrades and new service options.

• Handle customer complaints via phone, email, or mail with professionalism and empathy. Work towards

finding satisfactory resolutions to customer concerns.

• Generate and maintain reports related to customer interactions and service requests.

• Schedule service calls and appointments.

• Order parts for technician projects.

• Other duties as assigned

Qualifications

• High School Diploma or General Education Degree (GED)

• Two (2) years of customer service experience.

• Knowledge of and proficiency in Microsoft Office applications (Word, Excel, Access, Outlook).

• Capacity to work independently, driven by self-motivation to successfully complete tasks

• Ability to analyze situations, identify root causes of issues, and implement effective and sound decisions

• Strong written and verbal communication skills

• Ability to manage multiple tasks simultaneously, as well as organizational skills to manage schedules,

coordinate tasks, and ensure customer service processes run smoothly

Work Requirements:

• This job requires sitting for extended periods of time.

• Daily use of headsets to communicate with customers.

• Answering calls, typing, and navigating computer systems.

• The noise level in the work environment is usually moderate.

EEOC Statement

SMG provides equal employment opportunities to all employees and applicants for employment and prohibits

discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability

status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other

characteristic protected by federal, state or local laws