Service Coordinator

Kinetico Incorporated • Newbury Township, OH

13d

About The Position

The Service Coordinator supports customer service and sales operations by responding to customer calls and emails, scheduling product installations and service calls, and ensuring technicians receive complete service documentation. The role also performs proactive outreach to existing customers about additional products and services, administers customer accounts, and supports counter sales in the retail store.

The coordinator records customer interactions in the CRM, maintains installation and warranty information, completes work orders after confirming pricing and sales information, and provides backup support to sales and service staff and technicians. The position requires balancing routine administrative work with customer outreach, managing competing priorities, and selecting appropriate solutions using established procedures. The Service Coordinator interacts regularly with company employees, customers, and outside supply and service vendors.

Requirements

• High school diploma.
• Three to five years of experience in a customer service-oriented role.
• Professionalism, initiative, ability to multitask, and ability to work 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 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.
• Experience with Salesforce.

Responsibilities

• Schedule product installations and service calls, and ensure service documentation includes the information technicians need.
• Answer incoming customer calls and emails, assess needs, and select an appropriate course of action using established procedures.
• Contact current customers to offer ancillary services such as filter changes, resin changes, or salt sales, and prepare out-of-warranty letters to solicit interest in 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.
• Perform counter sales and assist retail customers with product purchases.
• Complete work orders after confirming pricing and sales information.
• Provide backup support to in-house sales and service employees and assist technicians as required to ensure satisfactory customer service.
• Maintain a clean and safe work and retail environment.

What This Job Offers

• Job Type: Full-time
• Education Level: High school or GED