Service Coordinator (Hybrid Work Schedule)

Parts Town•Fort Wayne, IN

23h•Hybrid

About The Position

At Parts Town, our Service Coordinators (internally known as Dispatch Commanders) collaborate with our Inside Service Technicians, manufacturer partners, and their service providers to manage the full warranty dispatch process from start to finish. This includes warranty part order entry, dispatching warranty service, performing service follow-ups, and providing top-notch customer service. Strong problem-solving skills, effective communication, and the ability to multitask without sacrificing accuracy are essential for success in this role! Service Coordinators run on teamwork, support, and a whole lot of good energy. We’ve got each other’s back, we take pride in caring deeply for our manufacturer partnerships, and we’re always looking for creative ways to make our mutual customer’s experience easier and better. Our growing team is made up of high performers who bring passion, curiosity, and a genuine desire to help - whether that means solving a tricky problem, following up just one more time, or going the extra mile to make someone’s day a little brighter. You’ll find us collaborating closely, cheering each other on, and communicating in our preferred professional language: emojis and gifs. We take great service seriously and we have way too much fun delivering it. At Parts Town, we value transparency and are committed to ensuring our team members feel appreciated and supported. We prioritize our positive workplace culture where collaboration, growth, and work-life balance are celebrated.

Requirements

Demonstrate exceptional critical thinking & problem-solving skills
Enjoy working with people and take pride in providing an exceptional customer experience
Detail oriented and have the drive to go the extra mile
Experience in Microsoft Office products and appreciate doing online research to find solutions
Quality, high speed internet connection at home
Genuine positive, outgoing, team spirited, one-for-all personality
All-star communicator and are proficient in English (both written and verbal)
Can work a schedule of M-F 11:00 AM - 7:30 PM (EST) with flexibility to adjust to different hours as needed

Nice To Haves

Bilingual

Responsibilities

Dispatch Service 60-80 service calls within a 10-minute SLA time frame
Utilize mapping tools to locate service providers closest to end user location and schedule service
Provide an exceptional experience while interacting with customers, manufacturers, and their service providers via email and phone
Manage life cycle of service from dispatch to close, effectively communicating updates to involved parties
Document reported issues to hand off to Technicians for troubleshooting, including parts identification.
Assist Equipment Dealers over the phone or email with service updates /questions
Assist with general email inquiries within a 2-hour Service Level Agreement
Act as a back up to all areas of team where business needs are required