Customer Service Coordinator

HOLT Group•Irving, TX

18d•Onsite

About The Position

The Customer Service Coordinator schedules, directs, and monitors service work to deliver a high level of customer service. The role communicates daily with customers, coordinators, sales representatives, and product support representatives about equipment scheduling, quotes, and repairs. It coordinates resources and work in progress, maintains accurate service and payroll information, and supports efficient department operations. The position is based at 2000 E. Airport Freeway, Irving, TX 75062, with hours Monday through Friday, 7 a.m. to 5 p.m. The incumbent is expected to model HOLT’s Values Based Leadership tools and processes, demonstrate alignment with the company’s mission and values, collaborate with internal and external resources, and participate in ongoing self-development. The job is generally performed in a professional office and shop environment, often at a fast pace with unscheduled interruptions. Travel is not expected, and there are no supervisory responsibilities.

Requirements

High school diploma or equivalent preferred; equivalent experience in lieu of education required.
Up to three-plus years of direct CAT Service experience or five-plus years of industry experience in heavy equipment preferred.
Working knowledge of computers and multi-line phone systems.
Knowledge of basic office practices, procedures, and processes.
Proficient knowledge of Microsoft Office products, including Word, Excel, and Outlook.
Excellent verbal, written, and communication skills.
Exceptional customer service skills.
Excellent interpersonal skills to establish working relationships across multiple departments and organizational levels.
Functional knowledge of DBS, Service Link, and MDS operating systems.
Functional knowledge of CAT applications SIS and SIMSi.
Time management and time-critical prioritization skills.
Ability to work on multiple projects and deal effectively with employees, team members, and management.
Self-starter with the ability to work independently.
Ability to operate office machines and computers.
Ability to understand written sentences and paragraphs in work-related documents.
Ability to present information effectively and respond to questions from managers, coworkers, customers, and the public.
Ability to meet the physical demands of the position, including extended stationary periods, regular standing, sitting, and walking, daily walking to a shop or yard, occasional movement around the office, occasional transport of items weighing up to 15 pounds, manual dexterity, stair climbing, and limited kneeling, crouching, stooping, balancing, and reaching.
Ability to exchange accurate information, respond to visual and auditory signals including alarms and instructions, and visually inspect work.

Nice To Haves

Up to three-plus years of direct CAT Service experience.
Five-plus years of industry experience in heavy equipment.
High school diploma or equivalent.

Responsibilities

Model, promote, reinforce, and reward consistent use of HOLT’s Values Based Leadership tools, models, and processes.
Coordinate daily work in progress by prioritizing work and scheduling resources to meet department goals.
Enter daily labor hours accurately to support timely work order and payroll processing.
Communicate daily with customers, coordinators, and sales representatives regarding equipment scheduling, quotes, and repairs.
Meet or exceed customer expectations for communication, information, and updates.
Collaborate with parts and service employees to keep information and processes focused on customer service.
Coordinate and follow up on service delivery expectations, including completion deadlines, job costs, service quality, and invoicing.
Track machines entering and leaving service and review condition-monitoring service history; communicate findings such as oil sample results, codes, and CAT service letters or updates.
Prepare quotes for service work in Part and Service Quoter (PSQ), unless previously quoted by a Parts and Service Sales Representative and approved by the customer.
Coordinate accurate and timely information, paperwork, and photo uploads to maintain the flow of work and department efficiency.
Process customer payments by check, credit card, and CAT access, and apply them to jobs in the Dealer Business System (DBS).
Generate purchase orders and validate their timely entry into work orders in DBS.
Coordinate with supervisors on opening and closing work orders daily.
Maintain daily and monthly department reports.
Maintain regular and punctual attendance.
Work safely and comply with applicable safety policies, company policies, procedures, and standards.
Perform other duties as assigned.