POSITION OVERVIEW

The Service Coordinator is responsible for managing and scheduling service appointments for Firefly Solar technicians to visit customer homes, diagnose issues, and complete necessary repairs or maintenance. This role ensures smooth communication between customers, technicians, and internal teams to deliver prompt, high-quality service.

QUALIFICATIONS

• Previous experience in scheduling, coordination, or customer service (solar or trades industry experience is an asset).
• Strong organizational skills with the ability to manage multiple priorities.
• Excellent communication skills, both verbal and written.
• Proficiency with scheduling software and CRM systems.
• Problem-solving skills and the ability to remain calm under pressure.
• High attention to detail and accuracy in data entry.

• Receive and review incoming service requests from customers via phone, email, and internal systems.
• Schedule service calls efficiently based on technician availability, location, and skillset.
• Communicate appointment details to customers, providing clear instructions and expectations.
• Dispatch service tickets to technicians and ensure they have all necessary job details.
• Track and update service requests in the company CRM or scheduling software.
• Coordinate follow-ups to confirm issue resolution and customer satisfaction.
• Work closely with the operations team to prioritize urgent service needs.
• Maintain accurate records of service activities, parts used, and technician notes.
• Assist with warranty claims and coordinate with suppliers when replacement parts are needed.
• Provide regular updates to management on service performance metrics.