Service Coordinator

Palm Harbor Homes•Reno, NV

73d•Hybrid

About The Position

The Service Coordinator is responsible for managing service appointments, coordinating technician assignments, and ensuring efficient operations and customer satisfaction. This role involves maintaining service work orders, ordering necessary parts and supplies, and communicating with various internal and external stakeholders. The Service Coordinator will also handle customer inquiries, process orders, and provide information on service options and warranty coverage. Additionally, the role requires maintaining accurate records, ensuring compliance with company policies, and potentially visiting customer locations to assess needs or resolve issues.

Requirements

High school diploma or GED required.
Proficient in Microsoft Office Suite, including Outlook, Excel, and Word.
Ability to learn and utilize company systems and service management software.
Attention to detail and accuracy in recordkeeping and data entry.
Ability to work independently and collaboratively in a team environment.
Professional judgment and ability to handle confidential information appropriately.
Ability to sit for extended periods while performing computer-based work.
Ability to communicate effectively in person, by telephone, and electronically.
Occasional standing, walking, bending, and lifting up to 25 pounds.
Ability to travel locally on occasion to customer locations or company facilities.

Nice To Haves

Associate degree in Business Administration, Operations, Customer Service, or related field preferred.
Minimum of two (2) years of experience in customer service, service coordination, dispatching, operations support, warranty administration, or related field preferred.
Experience in the manufactured housing, construction, retail, or service industry preferred.
Strong customer service and interpersonal skills.
Excellent verbal and written communication abilities.
Ability to effectively manage multiple priorities and deadlines.
Strong organizational and problem-solving skills.

Responsibilities

Schedule service appointments and coordinate technician assignments to maximize efficiency and customer satisfaction.
Develop and maintain daily and weekly workforce plans to support operational needs.
Enter, track, and maintain service work orders and ensure all customer and service information is accurate and up to date.
Order parts, materials, and supplies required for service completion and monitor delivery timelines.
Communicate with Cavco manufacturing, vendors, and suppliers regarding parts availability, warranties, claims, and service requirements.
Monitor open work orders and generate reports to facilitate timely completion, billing, and invoicing.
Respond promptly to customer inquiries, concerns, and service requests.
Follow up with customers regarding service status and resolution of issues.
Coordinate service needs with sales, production, accounting, warranty, and other departments as necessary.
Process customer orders and maintain accurate customer account records.
Assist customers by explaining available service options, warranty coverage, and service procedures.
Support the sale of additional products or services when appropriate.
Obtain and review customer information and documentation as required.
Visit customer locations, when necessary, to gather information, assess service needs, or resolve customer concerns.
Maintain detailed service records and documentation in accordance with company policies.
Ensure compliance with all company policies, safety requirements, and customer service standards.
Perform other duties as assigned.