Service Operations Coordinator

Morrison Millwork•Harrisburg, NC

11d•$55,000 - $65,000•Onsite

About The Position

The Service Operations Coordinator supports the Service Department by managing daily scheduling, customer communication, documentation, parts coordination, and administrative processes. This role supports the Service Manager by ensuring service requests and work orders are organized, communicated, and tracked from initial request through completion.

Requirements

High School diploma or equivalent.
2+ years of experience in operations coordination, scheduling, customer service coordination, construction administration, or a related field.
Strong organizational and time-management skills with the ability to manage multiple projects and changing priorities.
Strong written and verbal communication skills.
Proficiency with Microsoft Office Suite or similar business software
Experience coordinating schedules, work orders, materials, or field personnel
Ability to learn and effectively utilize Jobber, Smartsheet, BisTrack, and other operational systems
Strong attention to detail and accuracy in documentation and data entry.
Ability to work effectively in a fast-paced construction or field-based environment.

Nice To Haves

Associate’s or bachelor’s degree in Business, Operations, Construction Management, or a related field.
Experience in residential construction, building materials, windows and doors, or service operations.
Experience with Smartsheet and/or BisTrack
Experience with warranty administration or manufacturer claim processes

Responsibilities

Receive and log service requests from homeowners without assigned representatives through phone, email, web forms, and internal handoff.
Manage and track requests in Smartsheet/BisTrack with complete job details.
Acknowledge receipt within 48 hours and provide estimated scheduling windows.
Send appointment reminders and confirmations, draft follow-up communications including surveys and completion notices.
Maintain the master Service Schedule in Smartsheet.
Assign technicians based on skill, location, and workload.
Communicate daily schedules to service technicians and track job completion status.
Reschedule jobs as needed due to delays or access issues.
Track incoming parts and replacement orders in the parts log.
Notify technicians when materials are ready for pickup and update job records upon receipt.
Communicate delays to technicians, Service Manager, Operations Director and customers.
Maintain digital job folders including photos, invoices, and signed completion forms.
Review and organize daily field reports and ensure required documentation is complete.
Update customer and job records promptly following service appointments.
Maintain weekly service KPI reporting, including response time, completion rate, repeat service calls, and backlog.
Prepare and distribute weekly Service Performance Reports.
Identify missing or incomplete documentation and follow up with the appropriate team member.
Verify warranty coverage and document applicable warranty information.
Prepare internal service quotes for non-warranty work.
Submit manufacturer warranty claims through applicable vendor portals.
Track warranty claims through resolution and maintain accurate documentation.
Track warranty reimbursements and communicate outstanding claims or reimbursement issues to the Service Manager.
Prepare and process service invoices accurately and in a timely manner based on completed service work.
Maintain current service process documentation, including SOPs, checklists, and workflow processes.
Track trends in service types and recurring issues to support the Service Manager in identifying opportunities for improvement.
Collect improvement ideas from technicians and support Kaizen-style review sessions.
Assist with process improvement initiatives designed to improve service efficiency, communication, and customer satisfaction.