Service Coordinator

Kinetico Incorporated

5d•Onsite

About The Position

The Service Coordinator works directly with customers, fulfillment partners, and internal departments by phone or email, schedules product installation/service calls/water testing, proactively performs outreach to customers to inform of additional product and service offerings, and administers customer accounts in accordance with established service levels and standards.

Requirements

High School Diploma/GED
3+ years’ experience working in a customer service-oriented role
Ability to learn Enterprise Resource Planning and Customer Relationship Management software
Ability to prioritize and change priorities as needed.
Must have a proven “customer-centric” focus; understand customer service, and the value of creating a positive experience for the customer.
Must have strong interpersonal, written, grammar, and verbal communication skills.
Must have experience with Microsoft Office Suite, including Word and Excel.
Must have knowledge of business, administrative, clerical procedures, and systems.

Nice To Haves

Associate’s degree
Experience with Salesforce

Responsibilities

Coordinates product installations, service calls, and water testing.
Ensures proper communication and documentation of customer needs to Service Technicians and/or fulfillment partners.
Answers incoming calls and emails, assesses customer needs, and selects appropriate course of action based on established procedures.
Serve as a primary representative on behalf of Kinetico to customers, contractors, business partners, and internal teams to ensure cooperation and a high level of customer service.
Logs customer interactions, transactions, cases, and opportunities into CRM and performs to various metrics.
Maintains product installation and warranty information within applicable software/database.
Performs work order completion after confirming pricing and sales information.
Occasional other duties and backup of other roles as assigned.