Virtual Service Coordinator

Role & responsibilities

The Virtual Service Coordinator is the central point of communication for our customers and service technicians. You will be responsible for managing all aspects of the service workflow, from the initial customer call to the completion of the service ticket. This role requires excellent communication skills, outstanding organizational abilities, and the capacity to manage multiple tasks efficiently.

Key Responsibilities

• Handle Inbound Communication:

  Professionally answer incoming calls and emails from customers regarding service requests, warranties, inquiries, and scheduling.

• Appointment & Calendar Management:

  Schedule and coordinate service appointments, optimizing routes and managing the daily calendars for our service technicians.

• Parts Ordering:

  Identify and order necessary service parts (e.g., replacement glass, hardware, seals) directly from manufacturers and suppliers. Track part shipments and update service tickets and customers on part status.

• Service Ticket Management:

  Accurately create, update, and complete service tickets in our system. Ensure all customer interactions, parts ordered, and service details are meticulously documented.

• Customer & Team Liasion:

  Act as the main point of contact for customers, providing timely updates on their service status. Coordinate with service technicians to ensure they have all necessary information for their appointments.

Qualifications & Skills

• Proven experience in a customer service, dispatch, or service coordinator role.
• Exceptional verbal and written communication skills.
• Strong organizational and time-management abilities with a high attention to detail.
• Proficient with computers, including calendar management software (e.g., Google Calendar, Outlook) and CRM/service management software.
• Ability to work independently and manage tasks in a remote environment.
• Problem-solving skills and the ability to handle customer concerns calmly and effectively.
• A quiet, dedicated home office space with reliable high-speed internet and computer.