Service Coordinator

As a Service Coordinator, you will be a part of a collaborative team that prioritizes customer satisfaction and operational excellence. Your expertise will support us in meeting our Key Performance Indicators (KPIs) while providing input towards the continuous improvement of our processes and procedures.

The Service Coordinator is responsible for coordinating and optimizing field service operations to deliver a safe, efficient, and exceptional customer experience. Acting as the central link between customers, service technicians, and operational leadership, the Service Coordinator plans and schedules service work, manages service demand, monitors work execution, and proactively communicates with customers throughout the service journey.

This role is accountable for maximizing technician productivity, maintaining schedule integrity, reducing service delays, and ensuring timely completion of installations, repairs, compliance work, inspections, and emergency response activities. The Service Coordinator plays a key role in supporting Superior's commitment to operational excellence, customer satisfaction, and continuous improvement by identifying opportunities to improve service delivery, workforce utilization, and overall service performance.

What You’ll Do:

• Schedule, coordinate, and monitor service technician activities, including installations, maintenance, repairs, inspections, compliance work, and emergency service calls.
• Manage technician schedules to optimize workforce utilization, travel efficiency, customer responsiveness, and service productivity. 
• Proactively maintain a forward-looking service schedule, identifying capacity constraints and recommending solutions to minimize backlog and service delays. 
• Coordinate with customers to schedule appointments, confirm service details, and ensure readiness for scheduled work. Ensure technicians have the necessary information, materials, permits, and documentation required to complete assigned work efficiently. 
• Serve as the primary point of contact for service-related customer inquiries, requests, and concerns. 
• Build customer confidence through proactive communication, responsiveness, and effective issue resolution. Escalate service risks, capacity issues, and customer concerns that may impact safety, service delivery, or customer satisfaction. 
• Create, update, and maintain work orders, customer records, service documentation, and scheduling systems. Monitor work order progress and track service completion to ensure commitments are met. 
• Follow up on outstanding service requests and aging work orders to ensure timely resolution and backlog reduction. 
• Monitor service performance metrics including schedule adherence, service lead times, technician utilization, work order completion, and customer commitments. 
• Perform other job duties as assigned.

What you bring:

• HS Diploma or GED
• 1+ year of industry experience or a related customer service experience required.
• Experience working in a fast-paced environment with multiple priorities, competing demands, and deadlines.
• Experience using scheduling, dispatch, CRM, ERP, or field service management systems is preferred. 
• Strong customer-centric mindset with a commitment to delivering an exceptional customer experience. 
• Exceptional verbal and written communication skills with the ability to interact professionally with customers, technicians, and internal stakeholders. 
• Problem-solving, decision-making, and critical-thinking abilities.
• Proficient in Microsoft Office applications and data-entry systems.
• Ability to build and maintain positive relationships.
• Legal Authorization to work in the US is required. We will not sponsor individuals for employment visas now or in the future for this job opening.

The hourly rate for this position is $20.00 - $24.00 per hour.

This role will be eligible for overtime pay once scheduled work week hours are met.