Service Operations Coordinator

Morrison Millwork • Harrisburg, NC

9d • $55,000 - $65,000

About The Position

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

The position coordinates customer intake, technician scheduling and dispatch, parts and materials readiness, job documentation, KPI reporting, warranty administration, and invoicing. It also maintains service process documentation and supports continuous improvement initiatives intended to improve efficiency, communication, and customer satisfaction.

Requirements

• High school diploma or equivalent.
• At least 2 years of experience in operations coordination, scheduling, customer service coordination, construction administration, or a related field.
• Strong organizational and time-management skills, including 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 use 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 handoffs.
• Manage and track requests in Smartsheet and BisTrack, ensuring job details are complete.
• Acknowledge requests within 48 hours and provide estimated scheduling windows.
• Send appointment reminders and confirmations, and draft follow-up communications such as surveys and completion notices.
• Maintain the master Service Schedule in Smartsheet.
• Assign technicians based on skill, location, and workload; communicate daily schedules and track job completion status.
• Reschedule jobs when delays or access issues arise.
• Track incoming parts and replacement orders, notify technicians when materials are ready for pickup, and update job records upon receipt.
• Communicate delays to technicians, the Service Manager, the Operations Director, and customers.
• Maintain digital job folders containing 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, and 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 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 promptly 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 improvement opportunities.
• Collect improvement ideas from technicians and support Kaizen-style review sessions.
• Assist with process improvement initiatives to improve service efficiency, communication, and customer satisfaction.

What This Job Offers

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