Under general supervision of the Customer Service Team Lead, performs a variety of specialized and responsible administrative duties to support the Customer Service Team. Required to communicate with service providers/vendors, obtain necessary paperwork from service providers, maintain and organize records and performs related duties as assigned. 

The Service Manager serves as the primary liaison between customer & vendor and is responsible for customer satisfaction. The Service Manager will respond to customer inquiries in a professional, effective and efficient manner by listening to the problem or request and taking action by applying knowledge and utilizing all necessary resources. The Service Manager is expected to consistently provide excellent customer service to all accounts, as well as represent client needs and goals within the organization to ensure quality. In addition, the Service Manager will build relationships with clients to encourage new and repeat business opportunities. Retain “ownership” of the customer‘s problem until the Customer has been informed of resolution and confirms their satisfaction. The Service Manager must be able to assess the situation, use appropriate judgment, determine the next course of action and strives for one call resolution. 

This position will require a minimum of 40 hours per week. Frequently, more than 40 hours will be necessary to complete the work; national coverage includes covering time zones from the East Coast to the West Coast. Flexibility in work hours or schedule may be required in order to accommodate the needs of the business. 

• Monitor and manage your job-board, communicate to the Service Team Lead if current workload requires additional resources in order to meet performance management metrics 

• Report to the Team Lead, providing regular input on all account activity, including status and call reports on a daily/weekly basis 

 • Monitor and respond to any emails received in the Service Management mailbox. Take the appropriate action and update all customer service portals within the customer SLA. 

• Answer and take the appropriate action for all in-coming calls 

• Track & Confirm Parts to Delivery • Confirm Vendor’s Schedule for ETA & ETC Commitments 

• Confirm Schedule & Equipment Access with Store Personnel 

• Confirm Vendor On-Site Check In / Check Out and Update the Appropriate Systems 

• Update All Customer Web Portal Systems & Miner’s System for Service Jobs • Follow Up on any other type of follow-   up calls assigned by the Service Team Lead   

• Provide input for and actively work to achieve and maintain a healthy positive work environment. Display professionalism and serve as a role model. (i.e. promptness, positive attitude, work volume, professional behavior) 

• Interact with “ALL” departments in order to resolve any pending issues in a positive professional manner 

• Understanding of company capabilities and service, and effectively communicates all offerings to the client 

• Monitor, distribute and/or respond to any emails received in the Service Management mailboxes 

• Ensures that all processes and procedures are completed, quality standards are met, and customer sites are updated within the set customers SLA 

• Resolve client issues efficiently, updating all required customer portals & Miner’s System. Inform the appropriate Customer Personnel or Miner Service Team Lead of unresolved issues 

• Calls will be prioritized and followed accordingly. It will be the responsibility of the Service Coordinator to notify the Customer Service Team Lead by the end of the day of all calls pending or potential problems 

• Ensure the attainment of call flow objectives and standards of performance through daily/weekly strategy planning and goal setting. 

• Follow up with the customer for job completion and satisfaction work completed. Some customers require their own service sign off which must be obtained upon completion of the job. 

• Follow up with service providers for job completion and necessary paperwork to include service sign off with signature and store stamp. If additional work is needed, a quote will be obtained. 

• Clerical Duties May Include: creating, updating & faxing purchase orders & supporting documentation, creating service jobs, dispatching calls 

 

High School Diploma or G.E.D. required, college degree preferred, administrative knowledge, ability to provide customer service, proficiency with Microsoft Word, Excel, Outlook and familiarity with office equipment. 

60 Days of Consistent Productivity Performance at Service Coordinator 

1-2 Years of Customer Service Experience (Call Center Environment) 

1-2 Years of Data Entry Experience 

Typing Skill of 40 – 45 WPM Accurately 

Extremely Detail Oriented 

Motivated, Goal Oriented, Persistent and Skilled Negotiator 

High Level of Initiative and Work Well In a Team Environment 

Excellent Written and Oral Communication Skills 

Handles Stressful Situations and Deadline Pressures Well 

Plans and Carries Out Responsibilities with Minimal Direction 

FLSA-NONEXEMPT