Service Coordinator

QXO•Riverview, FL

18d•Onsite

About The Position

The Service Coordinator is responsible for coordinating service requests, scheduling field technicians, and delivering exceptional customer service throughout the service process. This role serves as the primary point of contact for customers, builders, contractors, homeowners, field personnel, and internal teams by managing service requests from initial intake through successful completion. The Service Coordinator ensures service work is scheduled efficiently, documentation is accurately maintained, and customer issues are resolved in a timely and professional manner while supporting operational efficiency and customer satisfaction.

Requirements

Strong customer service and relationship-building skills
Excellent verbal and written communication abilities
Strong organizational and time-management skills
Ability to manage multiple priorities in a fast-paced environment
Excellent problem-solving and conflict-resolution skills
Strong attention to detail and commitment to accuracy
Ability to work independently while collaborating across multiple departments
Positive attitude with a customer-first mindset
High school diploma or equivalent required
1–3 years of customer service, scheduling, dispatching, service coordination, or administrative experience preferred
Experience in building materials, construction, manufacturing, equipment service, warranty administration, or related industries preferred
Experience using ERP systems, scheduling software, CRM platforms, or service management systems (BisTrack or similar preferred)
Proficiency with Microsoft Office applications, including Outlook, Excel, and Word

Nice To Haves

Knowledge of building products, construction materials, warranty processes, or service operations is a plus

Responsibilities

Serve as the primary point of contact for customers, builders, contractors, homeowners, warranty departments, and internal teams regarding service requests
Answer incoming phone calls, emails, and service inquiries professionally and promptly
Listen carefully to customer concerns, document service needs accurately, and provide timely updates throughout the service process
Build positive customer relationships by providing responsive, solution-oriented service
Resolve customer concerns whenever possible or escalate issues appropriately
Schedule service appointments based on technician availability, workload, geographic location, and service priorities
Coordinate daily schedules with Service Technicians, Field Managers, warehouse personnel, and customers
Balance technician workloads to maximize efficiency and customer responsiveness
Communicate appointment confirmations, schedule changes, and follow-up requirements
Reschedule appointments as needed while maintaining excellent customer communication
Create, maintain, and update service orders within company ERP and service management systems
Verify service requests, required materials, warranty status, and billing responsibility prior to scheduling
Track service orders throughout the entire service lifecycle
Maintain accurate status updates, notes, attachments, photographs, and service documentation
Close completed service orders following verification of work performed and required documentation
Coordinate with warehouse, purchasing, production, and operations teams to ensure required materials are available for scheduled service work
Monitor service workflows and identify opportunities to improve scheduling efficiency and customer response times
Support warranty administration, service documentation, and billing processes
Assist with reporting, service metrics, and operational tracking as requested
Maintain organized electronic service records and documentation
Work closely with Service Technicians, Field Managers, Sales, Operations, Warehouse, Purchasing, and Customer Service teams
Support communication between field personnel and office staff to ensure successful project completion
Participate in continuous improvement initiatives that enhance customer service and operational efficiency
Perform additional duties as assigned