Service Coordinator

Kinetico Incorporated•Indianapolis, IN

18d

About The Position

The Service Coordinator answers customer calls and emails, schedules product installations and service calls, performs proactive outreach to customers about additional product sales and service offerings, solicits sales, and administers customer accounts. The role works with Kinetico employees, customers, and outside supply and service vendors to support customer service and sales operations.

Requirements

High school diploma required.
3–5 years of experience in a customer service-oriented role.
Professionalism, initiative, and the ability to multitask in a fast-paced environment.
Strong work ethic; self-motivation; goal orientation; and above-average organizational and time-management skills.
Ability to prioritize and adapt when priorities change.
Customer-centric focus and an understanding of customer service and creating a positive customer experience.
Comfort making cold calls to customers and developing leads.
Strong interpersonal, written, grammar, and verbal communication skills.
Experience with Microsoft Office Suite, including proficient use of Word and Excel.
Dependability and integrity.
Knowledge of business, administrative, and clerical procedures and systems.

Nice To Haves

Associate degree preferred.
Experience with Salesforce preferred.

Responsibilities

Schedule product installations and service calls, ensuring Service Technicians receive complete documentation and information needed to serve customers.
Answer incoming calls and emails, assess customer needs, and select an appropriate course of action using established procedures.
Contact current customers by phone or in writing to offer ancillary services, including filter changes, resin changes, and salt sales; prepare out-of-warranty letters to solicit interest in product or service upgrades.
Log customer calls and email conversations in the CRM and perform to applicable metrics.
Maintain product installation and warranty information in the applicable database.
Conduct counter sales and assist customers purchasing products in the retail store.
Complete work orders after confirming pricing and sales information.
Provide backup support to other in-house sales and service employees and assist Technicians as needed to ensure satisfactory customer service.
Maintain a clean and safe work and retail environment.
Meet upselling sales goals and manage customer service information accurately and confidentially.
Balance routine process work with proactive outreach, manage competing priorities, and prioritize effectively in a fast-paced environment.
Assess customer service needs and select the best solution from established procedures.