Service Coordinator

Accountabilities:

Receive, review, and prioritize incoming field service requests according to customer requirements, urgency, and established Service Level Agreements (SLAs).
Identify and coordinate qualified field technicians and external vendors based on technical requirements, availability, geographic location, and cost considerations.
Verify technician qualifications, availability, service rates, and required tools or equipment before confirming assignments.
Communicate work order details, service expectations, scheduling requirements, and relevant instructions to assigned technicians and vendors.
Manage work orders throughout the entire service lifecycle, monitoring scheduling, technician arrival, onsite progress, and service completion.
Track service commitments and proactively address potential delays, scheduling conflicts, resource constraints, and unexpected operational challenges.
Coordinate with customers, field technicians, vendors, and internal support teams to resolve service-related issues and maintain service continuity.
Respond effectively to changing priorities and emergency requests, identifying situations requiring escalation and communicating concerns to the appropriate stakeholders.
Maintain proactive and professional communication with all parties, providing timely updates on schedules, service progress, delays, and completion status.
Collaborate with fellow coordinators to balance workloads, share responsibilities, and ensure smooth operational handovers between shifts.
Maintain accurate and up-to-date work order documentation, including service updates, technician arrival and departure times, and completion details.
Review technician deliverables, work order information, and associated service charges to ensure accuracy and compliance with established requirements.
Follow operational procedures, quality standards, customer requirements, and internal policies while meeting established performance indicators and service objectives.
Independently manage assigned workloads, demonstrate accountability, and proactively resolve issues with limited direct supervision.
Identify recurring operational challenges and communicate opportunities for process improvements and greater service efficiency.
Requirements:
High School Diploma or equivalent qualification.
At least one year of previous customer service experience is required.
One or more years of experience in dispatching, service coordination, scheduling, customer support, or a related operational role is preferred.
Previous experience in a field service or technical services environment is an advantage but not essential.
Strong customer service skills, with the ability to manage expectations, handle challenging situations professionally, and maintain positive relationships.
Excellent written and verbal communication skills, with the ability to interact effectively with customers, technicians, vendors, and internal stakeholders.
Strong organizational and time management abilities, including the capacity to manage multiple work orders, competing priorities, and time-sensitive requests.
Ability to exercise independent judgment, take initiative, make informed decisions, and remain productive with limited supervision.
Excellent problem-solving and adaptability skills, with the ability to assess situations, identify solutions, and respond effectively to unexpected challenges.
Strong teamwork and collaboration skills, with a willingness to share responsibilities and coordinate workloads in a fast-moving environment.
Exceptional attention to detail, particularly when maintaining documentation, reviewing service information, and following established procedures.
Working knowledge of Microsoft 365 applications and the ability to quickly learn and navigate multiple software systems.
Professional proficiency in written and spoken English.
Ability to work effectively in a remote environment, with a reliable internet connection and a dedicated, quiet workspace suitable for focused work.
Dependable attendance, responsiveness, and the ability to maintain productivity during assigned shifts, including periods when direct management support may be limited.
Ability to work a full-time schedule of 40 hours per week, Wednesday through Sunday, from 5:00 AM to 2:00 PM Central Time.
Must be legally authorized to work in the United States without requiring current or future employer-sponsored visa authorization.
Benefits:
Hourly compensation: $20–$21 per hour, depending on qualifications and experience.
Healthcare coverage: Comprehensive medical, dental, and vision insurance.
Retirement benefits: 401(k) retirement plan with employer matching contributions.
Paid time off: 28 days of paid time off, including company holidays.
Remote work: Opportunity to work remotely from within the United States.
Professional development: Access to continuous training, learning opportunities, and industry-certified professionals.
Career growth: Opportunity to develop operational, customer service, and technical coordination skills within a global technology services environment.
Collaborative culture: Work alongside a diverse team of professionals in an inclusive, supportive, and people-first environment.
Work-life support: A company culture that encourages personal development, continuous learning, and employee wellbeing.
Full-time employment: 40 hours per week, with a consistent Wednesday–Sunday schedule.