JOB SUMMARY

The Service Coordinator is responsible for providing excellent customer service and product information to radio customers either in person, email or via telephone. The Service Coordinator interacts with all levels of staff, customers, and the general public.

QUALIFICATIONS

• High School Diploma or equivalent.
• Three (3) years of customer service experience in a similar front desk role.
• Two (2) years’ experience in a technical service industry.
• Familiarity with a variety of communications equipment is an asset.
• Proficiency with Microsoft Office 365 applications (Outlook, Excel, Teams).
• Knowledge of an ERP/CRM or Ormandy Frontline is an asset.
• Strong oral and written communication skills to communicate effectively with all levels within the organization and with internal and external stakeholders.
• Superior time management and organization skills.
• Reliable transportation in order to maintain the Service desk hours of operation.

• Serve as the first point of contact for customers and respond to inquiries regarding radio, satellite, paging equipment, merchandise, installation, and repairs.
• Assist with over the counter sales of radio accessories including but not limited to antenna, connectors, mics, and batteries.
• Book service calls, prepare work orders and schedule appointments for installations and garage work in collaboration with the Service team.
• Receive incoming repairs, process outgoing repairs, and work orders for pick-up; coordinate with customers for pickup when service work is completed.
• Proactively contact customers to notify them of eligibility for routine check-ups, maintenance, cleaning, services, etc.
• Assist customers by troubleshooting radio problems in collaboration with Service Technicians.
• Verity customer accounts, process orders and payments using the Point-of-Sale terminal.
• Prepare internal and external documentation for warranty claims.
• Administer and maintain all internal billing for the Service Department.
• Ensure a level of efficient, timely, and courteous customer service is always maintained.
• Maintain a professional, neat and tidy front service area.
• Keep current of all electronic technology and company offered products and services.
• Participate in and complete any training to maintain performance or develop new skills as identified by the manager.
• Performed other duties as assigned.