Service Coordinator at South Western Communications, Inc. in Suwanee, Georgia

Job Description:

South Western Communications


South Western Communications, SWC, is one trusted source for communication, physical security and life safety solutions to meet the needs of Healthcare, Education, Detention and Commercial customers. We utilize a consultative approach to conduct an in-depth needs analysis, enabling our customers to fulfill their mission critical processes. We continuously research and select only the best-in class product collection. We utilize these products to create an integrated solution with your goals and needs in mind, ensuring satisfaction and flawless integration. At SWC, we strive to exceed your expectations and invest the time and resources into every job because we care about our customers.






Service Coordinator



Title: Customer Service Coordinator Reports to: Service Manager


Class: Full-Time Type: Hourly, Non-exempt




Primary Role:


Responsible for assisting the Service Manager and associated technical staff as well as performing duties assigned by the Service Manager. Ensure prompt response to all Customer and company-initiated service issues. Communicates effectively with internal and external Customers.



Responsibilities:


1. Responsible for assisting the Service Manager with receiving/scheduling and dispatching service calls, processing work orders in the accounting software.


2. Monitor service call, repair and labor costs.


3. Research missing service and repair tickets.


4. Provide accurate, detailed and timely paperwork and reports to management.


5. Provides support to all levels of technical staff.


6. Involved with timely and proper billings and collections.


7. Creating, shipping and receiving material return authorizations (RMAs) for vendors and customers.


8. Other duties as required or assigned by company management.


9. Fully versed QMS Work Instructions and processes as outlined in the Training Matrix under Service Technician and Customer Service Coordinator.



Accountability:


The Customer Service Coordinator will be accountable to the Service Manager. Secondary accountability will be to other management team members, employees and customers of the company.



Qualifications:


The Customer Service Coordinator shall possess a high school diploma or equivalent. Additional training in customer service or computer-related skills is a benefit. This person must be able to manage multiple tasks simultaneously, be familiar with standard business documentation to assist with reports, agendas and meeting notes. Must demonstrate planning and organizational skills to assure that assigned tasks are completed on or before the specific due date. Must be proficient with Microsoft Office software



Travel:



None



Additional Skills and Abilities:


1. Excellent written and verbal communication skills.


2. Must be responsible, self-motivated, self-starter, personable and well-organized.


3. Superior customer service skills to deal with both internal and external customers.


4. Ability to manage multiple tasks simultaneously.


5. Strong interpersonal skills; ability to work with diverse groups.


6. Proficiency in the use of personal computers including such programs as MS Word, Excel, Access, PowerPoint and Outlook.


7. Ability to demonstrate planning, organizing and implementing skills which allow the successful completion of a project by a specific due date.


8. Must be able to effectively handle stressful situations.


9. Must be able to read and effectively interpret general business documentation.


10. Valid and current driver s license.



Physical, Mental and Environmental Requirements:


1. Employees are required to stand, walk, climb, sit and use their hands and fingers.


2. Some light lifting of objects is required.


3. Reaching, grasping and carrying activities are also required.


4. The noise level in the work environment is usually moderate.


5. Although most work is performed inside, occasional outside activities are subject to seasonal temperature fluctuations.



All requirements may be modified to reasonably accommodate individuals with disabilities.



This job description does not list all the duties of the job. You may be asked by supervisors or management to perform other instructions and duties. You will be evaluated in part based upon your performance of the tasks listed in this job description.



Management has the right to revise this description at any time. The job description is not a contract for employment, and either you or the employer may terminate employment at any time, for any reason as outlined in the employee manual or other written agreement.





Management has the right to revise this description at any time. The job description is not a contract for employment, and either you or the employer may terminate employment at any time, for any reason as outlined in the employee manual or other written agreement.


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