Service Coordinator

Service Coordinator

Fireplace Center Bozeman – Bozeman, MT

Position Summary

The Service Coordinator is responsible for delivering exceptional customer service while coordinating the daily operations of the Service Department. This position serves as the primary communication link between customers, service technicians, management, vendors, and contractors. The ideal candidate is highly organized, detail-oriented, proactive, and committed to providing concierge-level customer service.

The Service Coordinator ensures service appointments are scheduled efficiently, technicians are prepared for success, work orders are properly documented, customer communications are maintained, and invoicing is completed accurately and promptly.

Reporting Structure

• Reports directly to the General Manager
• Dotted-line reporting relationship to the Service Manager

Key Responsibilities

Scheduling & Dispatching

• Coordinate, schedule, and dispatch Service Technicians for all service calls, warranty work, maintenance visits, and troubleshooting appointments.
• Optimize technician schedules to maximize efficiency and customer satisfaction.
• Maintain the service calendar and adjust schedules as priorities change.
• Communicate scheduling updates to customers and technicians in a timely manner.

Service Administration

• Create and manage service work orders in accordance with company procedures.
• Ensure all service requests are properly documented, tracked, and completed.
• Maintain accurate service records, notes, photographs, invoices, and supporting documentation.
• Verify all completed service work is uploaded into the company's service management system.
• Monitor open service tickets and follow up to ensure timely completion.

Technician Support

• Ensure technicians are equipped with the necessary parts, materials, and job information prior to scheduled service calls.
• Verify technicians submit complete notes, photographs, and job documentation following every service call.
• Review service documentation for completeness and accuracy.
• Coordinate with the Service Manager regarding parts procurement and inventory requirements.

Customer Service & Client Relations

• Provide exceptional customer service through phone, email, text, and other communication channels.
• Maintain professional and proactive communication with homeowners, builders, contractors, property managers, and vendors.
• Manage customer expectations regarding scheduling, parts availability, and project timelines.
• Conduct customer follow-up calls to verify satisfaction and resolve concerns promptly.
• Foster positive client relationships that support long-term customer retention.

Project Coordination

• Ensure all required materials and equipment are ordered, received, staged, and available before scheduled service appointments.
• Coordinate with vendors and internal departments to support efficient project execution.
• Track service projects to ensure they are completed on schedule and within company standards.

Invoicing & Documentation

• Process and distribute service invoices on a daily and weekly basis.
• Verify all labor, parts, and service charges are accurately documented before invoicing.
• Maintain organized records that are accessible and compliant with company procedures.

Team Support

• Assist the Service Manager and General Manager with administrative tasks and department reporting.
• Support departmental goals and continuous improvement initiatives.
• Perform additional duties as assigned.

Knowledge Requirements

• Customer service and client relationship management
• Scheduling and dispatching practices
• Project coordination and administrative procedures
• Fireplace, hearth, and construction industry terminology (preferred)
• Inventory and parts management processes
• Microsoft Office Suite and business software applications

Skills & Abilities

• Exceptional customer service and communication skills
• Strong interpersonal and relationship-building abilities
• Excellent organizational and time management skills
• High attention to detail and accuracy
• Strong problem-solving and decision-making abilities
• Ability to prioritize multiple tasks in a fast-paced environment
• Effective written and verbal communication
• Proficiency with Microsoft Word, Excel, Outlook, and service management software
• Ability to work independently and as part of a team

Personal Attributes

• Integrity and professionalism
• Dependability and accountability
• Strong work ethic
• Positive attitude
• Self-motivation and initiative
• Flexibility and adaptability
• Commitment to customer satisfaction
• Dedication to follow-through and attention to detail

Physical Requirements

• Lift and carry up to 50 pounds occasionally.
• Walk throughout warehouse and shop areas to locate and stage parts for upcoming service appointments.
• Travel across uneven terrain while carrying materials or equipment.
• Climb stairs and access various jobsite conditions when necessary.
• Wear required Personal Protective Equipment (PPE), including hard hats, safety glasses, and other site-specific safety equipment.
• Work in warehouse, showroom, and construction jobsite environments as needed.

Success Measures

• Maintain high customer satisfaction ratings.
• Ensure technicians are fully prepared for daily service calls.
• Keep service documentation current, complete, and accurate.
• Process invoices promptly and accurately.
• Maintain efficient technician scheduling and utilization.
• Consistently communicate with customers, technicians, and management in a professional and proactive manner.
• Contribute to a positive, team-oriented culture focused on delivering exceptional customer experiences.

Pay: $28.00 - $35.00 per hour

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Retirement plan
• Vision insurance

Work Location: In person