Service Coordinator

Renewal•Roanoke, VA

21h•$52,000 - $62,000

About The Position

WE ARE Renewal by Andersen of Central, Virginia & Roanoke is looking for a Service Coordinator to join its growing team in Richmond, Virginia. The Service Coordinator is responsible for managing service scheduling and overseeing the full lifecycle of service requests and JIPs (Jobs in Progress). This role ensures efficient scheduling, accurate ordering of materials, proactive customer communication, and disciplined follow-through through resolution. The Service Coordinator plays a critical role in improving Service First Time Through (FTT), reducing repeat visits, and maintaining strong Service NPS. OUR CULTURE Our focus is people. Every member of our team is committed to taking care of not only our customers and the community we serve, but each other. We have a culture of making a difference, and we live by those values every day. By taking care of ourselves and each other, we can take better care of our customers. It is our goal to bring out the best in everyone. We are committed to having an inclusive and diverse workplace where all people feel respected, valued and driven to realize their full potential.

Requirements

Strong Customer Service Skills: Excellent verbal and written communication skills with the ability to handle difficult situations calmly and professionally.
Detail-Oriented: Strong attention to detail to ensure accuracy in scheduling, note-taking, and customer communication.
Organizational Skills: Ability to manage multiple tasks and appointments simultaneously while maintaining a high level of accuracy and efficiency.
Software Proficiency: Familiarity with Microsoft Office (Word, Excel, Outlook), Teams, and Salesforce, with the ability to quickly learn and use new software.
Scheduling Experience: Previous experience in scheduling or dispatching services, preferably in the home improvement or construction industry.
Problem Solving: Ability to think critically and resolve issues quickly, including customer concerns, scheduling conflicts, or service-related issues.
Team Collaboration: Ability to work well within a team, collaborating with service technicians, installation teams, and management to ensure customer satisfaction.
Adaptability: Comfortable working in a dynamic environment with the ability to adapt to changes quickly.
Multitasking: Strong ability to handle multiple priorities at once, ensuring no task is overlooked.
Customer De-escalation: Experience in managing and de-escalating difficult customer situations, ensuring a positive outcome for all parties.

Responsibilities

Schedule service appointments efficiently based on technician availability and geography.
Monitor and manage open service cases daily until completion.
Receive and review JIPs submitted by IPMs for completeness and accuracy.
Order all materials required for JIPs and service visits.
Track parts orders and proactively manage delays.
Maintain consistent customer communication throughout the service lifecycle.
Ensure CRM documentation is complete and accurate.
Coordinate with Service Supervisor, Service Technicians, IPMs, and Warehouse.
Identify trends and escalate systemic service issues when necessary.

Benefits

Salary $52,000 - $62,000 (Based on experience, Determined by Hiring manager)
Plus Bonus Opportunities
15 PTO days in your first year.
401K with a 4% match (eligibility after 6 months).
Short-term disability.
Competitive Medical, Dental, Vision Benefits.
Opportunities for community engagement and giving back through our Cares program.
A supportive, mission-driven team that is with you every step of the way.
Be part of a trusted brand with a legacy of quality and innovation.
Collaborative team environment.