Service Coordinator

Long Home Products • Savage, MD

81d

About The Position

The Service Coordinator is responsible for ensuring the highest quality of service delivery to all clients of Long Home. This includes updating and documenting incoming client inquiries in the CRM system to capture accurate and detailed information. The Service Coordinator also advises the Service Manager on materials needed for orders and confirms the arrival of products. Additionally, they process service requests for inspections or repairs.

Requirements

• Excellent communication skills.
• Ability to handle upset customers and show empathy for their situations.
• Strong organizational skills.
• Strong interpersonal and problem-solving skills.
• Skilled in reading, writing, and understanding documents, including instructions and safety rules.
• Experienced in presenting to groups.
• Able to follow written, oral, or diagram instructions; and solve problems with clear, step-by-step solutions.
• Ability to calculate all units of measurement.

Nice To Haves

• 4 years of customer service experience is preferred.
• 2 years of service coordination experience is preferred.

Responsibilities

• Review service request details to troubleshoot and determine resolution.
• Manage service project flow to ensure progression and completion.
• Schedule/reschedule all bath, roofing, windows, doors, and siding services.
• Conduct reminder calls to customers 24 hours before scheduled installations.
• Collect due balances for non-warranty services.
• Conduct post-service follow-up calls to verify customer satisfaction.
• Close/complete service projects in the CRM.
• Answer incoming calls to the Service Department.
• Build, maintain, and improve customer relationships through regular communication.
• Ensure all customers are asked for 5-star reviews on each call and encourage customers to complete Guild Quality and Google reviews about their experience with us.
• Coordinate with other departments on client-related matters.
• Escalate customer complaints and issues to management for prompt resolution.
• Assist with the overflow of incoming calls to the Customer Service team.
• Keep a record of all conversations in CRM.
• Meet productivity and quality standards to reach individual and organizational goals.
• Maintain an environment that embodies the company’s Mission, Vision, and Values.
• Remain in compliance and up to date on all company-wide live and digital training.
• Perform other related duties as assigned by management.

What This Job Offers

• Job Type: Full-time
• Education Level: High school or GED