SUMMARY

With the Foreman and Service Manager input, the Service Coordinator will assist with the dispatching and work order assignment to the appropriate technician. This will include but not be limited to, the opening and assignment of work order in CDK Intelledealer. Communicating with customers with project estimates and repair updates. Closing and processing warranty, internal and customer charge work orders.

EDUCATION & EXPERIENCE:

• High school diploma or GED required.
• 5 + years’ working experience in a customer service or administrator role.
• A technical background, including collage or apprentice training
• Experience in all aspects of customer service and people management.

SKILLS:

• Strong customer service and troubleshooting skills.
• Able to work well under pressure.
• Strong attention to detail.
• Proven data entry, data editing and typing skills.
• Able to respond quickly in a dynamic and changing environment.
• Able to effectively communicate both verbally and in writing.
• Strong work ethic and positive team attitude.
• Previous industry knowledge.
• Able to deal with people sensitively, tactfully, diplomatically, and professionally at all times.
• Ability to analyse and interpret the needs of clients and offer the appropriate options, solutions, and resolutions required.

• Promote a good company image with customers and suppliers.
• Answer all incoming service calls and allocate appropriately, ensuring calls are returned promptly.
• Provide administrative support of both the Shop Foreman and Service Manager.
• Work with Shop Foreman and Service Manager to schedule customer warranty work.
• Order and monitor parts as required
• Open work orders.
• Communicate with customers to provide work progress updates, repair estimates, time of arrival of parts or any project delays
• Daily review of work orders, ensuring concise and accurate descriptions from technicians.
• Edit and review work orders prior to closing for warranty, internal or retail purposes.
• Process work orders in a timely manner.
• Ensure all service jobs include the proper documentation and records
• Process credit card deposits and payments and apply to work orders
• Assist with warranty documentation and parts management as requires by the

vendor.

• File and maintain all service records as required.
• Create and manage Purchase Orders for vendors.
• Maintain all service and customer records as required by the warrantor.
• Tracking of technicians’ time sheets for hours and overtime.
• Perform other duties as assigned.