Service Coordinator 2

HOLT Group•Victoria, TX

4d•Onsite

About The Position

The Customer Service Coordinator is responsible for scheduling, directing, monitoring service work and ensuring a high-level Legendary Customer Service outcome for our customers. The incumbent in this position is expected to model the following practices on a daily basis: 1) Demonstrate alignment with the company's mission and core business values; 2) Collaborate with key internal/external resources; 3) Participate in ongoing self-development.

Requirements

High School diploma or equivalent required
Up to three plus years direct CAT Service experience or five plus years industry experience in heavy equipment preferred
Working knowledge of computers and multi-line phone systems
Knowledge of basic office practices, procedures, and processes
Knowledge of Microsoft Office products (Word, Excel, Outlook, etc.) at a proficient level
Excellent verbal, written, and communication skills
Exceptional customer service skills
Excellent interpersonal skills to establish working relationships with multiple departments and various levels of the organization
Functional knowledge of key operating systems: DBS, Service Link and MDS
Functional knowledge of critical 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 and ability to work independently
Ability to operate office machines and computers
Understands written sentences and paragraphs in work related documents
Ability to effectively present information and respond to questions from a group of managers, coworkers, customers (internal and external), or the general public

Responsibilities

Models, promotes, reinforces, and rewards the consistent use of HOLT’s Values Based Leadership (VBL) tools, models, and processes to ensure alignment with our Vision, Values, and Mission
Coordinates the daily work in progress to meet department goals through prioritization of work and appropriate scheduling of resources
Requires accurate data entry of daily labor hours to ensure timely work order and payroll processing
Communicates with customers, coordinators, and sales representatives daily regarding scheduling, quoting, and repairing of equipment
Ensures that customers’ expectations regarding communication, information and updates are met and/or exceeded
Collaborates with key parts and service employees to ensure the flow of information and processes are all focused on delivering Legendary Customer Service
Coordinates and follow up to ensure that customer service delivery expectation including completion deadlines, job costs, quality of service and invoicing
Track machines coming in/out of service and Condition Monitoring systems service history of machines information on and communicates findings (e.g. Oil sample results, codes, service letters/updates that CAT puts out).
Provides quotes of all service work to be performed in Part and Service Quoter (PSQ), unless previously quoted by the Parts and Service Sales Representative (PSSR) and approved by customer
Maintains consistent, accurate and timely coordination of information/paperwork/upload photos in communicating the flow of work and ensures that department operates efficiently
Processes customer payments via check, credit card, CAT access and apply to job in Dealer Business System (DBS)
Generates all purchase orders and validates timely entry into work orders in DBS systems
Coordinates with Supervisor(s) on opening and closing work orders on a daily basis
Maintains department daily and monthly reports
Requires regular and punctual employee attendance
Works safely at all times and adheres to all applicable safety policies; complies with all company policies, procedures, and standards
Performs other duties as assigned