Service Account Coordinator

Service Account Coordinator
Location: Glenview, IL
Duration: 3 months(temp to hire)
Department: Service Administration
Reports to: Service Supervisor

Summary
The Service Scheduler is responsible for planning and scheduling Field Service Technicians for installations, repairs, and maintenance work by coordinating with customers and aligning service based on available hours, location, travel times, and technician skill sets. In addition, this position is expected to identify opportunities for additional leads and upselling of a broad range of service products.


Essential Functions of the Role

• Manage order intake and coordination of customer inquiries for service calls via phone, fax, and email.
• Answer customer inquiries and provide scheduling support for technical service requests.
• Review customer machine information in systems and technician schedules to coordinate service.
• Maintain job cases and scheduling systems.
• Maintain service management systems and create invoices.
• Manage invoice corrections and rebills.
• Send quotes, order confirmations, and invoices to customers.
• Assist Regional Service Managers with scheduling, closing open orders, and annual inventories for Field Service Technicians.
• Identify and communicate opportunities for additional products and services based on customer needs.
• Work with departments such as Customer Service, Engineering, etc.

Assist the back office with:

• Invoicing customer service calls and maintenance contracts.
• Processing combined service and spare parts inquiries from customers and service technicians.
• Preparing offers.
• Coordinating technical issues.
• Supporting spare parts identification.
• Providing general telephone support between customers, service technicians, and technical teams.
• Performing other related administrative activities.
• Deliver consistent and professional customer service internally and externally.
• Perform other duties as assigned.

Position Qualifications

• Education: High School diploma or equivalent required.

Experience / Abilities

• Minimum of 3 years of customer service or dispatching experience.
• Scheduling/dispatching experience preferred.
• Strong verbal and written communication skills.
• Account management skills with the ability to upsell and a passion for customer service.
• Ability to adapt and manage ambiguity.
• Strong problem-solving skills and ability to provide customer solutions.
• Ability to organize and manage workload effectively.
• Strong decision-making skills and ability to think on one's feet.
• Collaborative mindset and willingness to be a team player.
• Computer Skills
• Proficient in Microsoft Office (Excel, PowerPoint, and Word).
• Experience with CRM systems is a plus.
• Experience with ERP systems, particularly Microsoft Dynamics 365 (D365) or Navision, is a plus.

 

At SPECTRAFORCE, we are committed to maintaining a workplace that ensures fair compensation and wage transparency in adherence with all applicable state and local laws. This position's starting pay is: $22.00/hr.