Service Coordinator

JIT Toyota-Lift•Cheektowaga, NY

17h

About The Position

The Service Coordinator plays a vital role in connecting our customers, service team, and operational processes. This position ensures service requests are scheduled, tracked, and resolved efficiently while supporting initiatives that improve customer experience and internal workflows. In addition to coordinating field service activities, this role assists with auditing system data, preparing service quotes, supporting technician tablet usage, and tracking Lean Initiative metrics. The coordinator will also provide customer support during and after the launch of JIT Connect, providing clear communication and issue resolution.

Requirements

Excellent verbal and written communication skills.
Strong organizational abilities and comfort working under pressure.
Analytical mindset with strong problem-solving skills.
Ability to explain technical processes to both customers and technicians.
Professional and customer-focused demeanor.
Proficiency with business systems and ability to pull reports (ELC or similar platforms).
Demonstrates a strong commitment to customer satisfaction by responding promptly to phone calls, messages, and inquiries, ensuring customers feel heard and supported.
Minimum 3 years in a service, coordination, or industrial support role preferred.
High school diploma or equivalent required.

Nice To Haves

Additional coursework or certifications in business administration, customer service, or related areas a plus.

Responsibilities

Respond to customer calls and inquiries , addressing questions, service needs, and technical concerns promptly and professionally.
Coordinate and schedule service calls, preventative maintenance, and installations, ensuring workload is prioritized efficiently.
Dispatch and support technicians and representatives , assisting with troubleshooting and on-site challenges when needed.
Monitor and update customers on service call status, including when additional parts or visits are required.
Record and maintain service files, work orders, billing information, and change orders.
Audit work order statuses in the system to ensure accuracy and identify areas for process improvement.
Assist with service quotes by gathering required information and preparing accurate documentation.
Provide support for the technician tablet system troubleshooting issues, guiding usage, and ensuring smooth adoption of digital tools.
Pull and analyze service reporting from ELC to provide accurate data and insights for the service team and leadership.
Track Lean Initiative metrics and create visual reporting , supporting continuous improvement efforts.
Serve as customer telephone support during the JIT Connect launch, handling any issues and ensuring a smooth rollout and ongoing customer success.
Document reporting procedures and investigate incorrect orders, recommending corrective and preventive actions.
Foster strong relationships with customers, providing timely updates and professional communication.
Perform additional tasks as assigned to support the Service Department.