Service Coordinator

Joyce Windows, Sunrooms & Baths•Cleveland, OH

1d•Onsite

About The Position

Joyce Factory Direct has been an industry leader in home remodeling since 1955, specializing in sunrooms, windows, baths, and doors. We proudly serve multiple markets including Cleveland, Pittsburgh, Charlotte, Columbia, Asheville, and Greenville. We are a third-generation, family-owned and operated company committed to quality craftsmanship and long-term customer relationships. At Joyce, we take pride in manufacturing the majority of our own products, allowing us to deliver superior quality while supporting the communities we serve. As a Service Coordinator, you'll play a critical role in ensuring our customers continue to receive the high level of service we're known for. This position serves as the primary point of contact for service-related communication while supporting our Project Managers by coordinating service work, scheduling technicians, and helping resolve customer concerns. You'll be responsible for balancing customer expectations, technician schedules, and operational priorities to keep our service department running efficiently. This is an ideal opportunity for someone who thrives in a fast-paced environment, enjoys solving problems, and can confidently navigate challenging customer conversations while maintaining professionalism.

Requirements

Exceptional phone and customer communication skills.
Ability to stay calm and professional when working with frustrated or demanding customers.
Ability to confidently deliver difficult news or set realistic expectations when necessary.
Understanding of common residential construction terminology and basic installation processes.
Highly organized with strong attention to detail.
Ability to prioritize multiple competing tasks without losing track of important details.
Enjoy solving logistical challenges and building efficient schedules.
Dependable, adaptable, and able to shift priorities quickly as business needs change.

Nice To Haves

Experience in home improvement, construction, remodeling, or scheduling field service technicians.

Responsibilities

Coordinate and schedule service appointments for homeowners across multiple territories.
Build efficient daily routes for service technicians to maximize productivity and response times.
Work closely with Project Managers and Assistant Project Managers to coordinate follow-up work and service requests.
Communicate scheduling updates, timelines, and expectations with customers.
Resolve customer concerns professionally while balancing company policies and operational needs.
Prioritize multiple service requests and adjust schedules as priorities change throughout the day.
Educate customers on Joyce products, warranties, and available service options.