Job Overview
We are seeking a dynamic and proactive Customer Service & Service Coordinator to join our team! In this vital role, you will be the frontline ambassador for our clients, ensuring exceptional service experiences while coordinating various service activities. Your energetic approach will help foster strong customer relationships, and support account management efforts. This position offers an exciting opportunity to contribute to a fast-paced environment where communication skills and analysis expertise drive success. If you thrive in a collaborative setting and are passionate about delivering outstanding customer service, this is the perfect role for you!
Front Office & Administration
Are you the person who stays calm when everyone else is stressed?
Do you love helping people, solving problems and making sure the details are right?
We are looking for an extremely organized, accurate and friendly Customer Service & Service Coordinator to join our team.
This is an important role in our business. You will be the person customers, technicians, manufacturers and our internal team rely on to keep service issues moving from the initial call through to a successful resolution.
The ideal person is positive, easy-going and naturally helpful, while also being highly organized and detail-oriented. You can handle a busy phone, multiple priorities and an upset customer without losing your patience or your positive attitude.
What You'll Be Responsible For
Customer Service & Service Coordination
- Coordinate appliance service from start to finish, including receiving service calls, opening work orders, troubleshooting and following up through resolution.
- Act as the main point of contact between customers, technicians and manufacturers regarding service, parts, warranties and approvals.
- Schedule service appointments, pickups, inspections and follow-up visits.
- Review technician service notes and ensure all relevant information is accurately entered and documented.
- Answer incoming calls and respond to customer inquiries in a friendly and professional manner.
- Handle customer concerns and work toward practical solutions.
- Clearly explain products, services, scheduling and service processes to customers.
- Relay messages and follow up on required callbacks.
- Maintain accurate records and ensure outstanding issues do not get missed.
Manufacturer & Supplier Relations
- Ensure required documentation is accurate, complete and submitted according to manufacturer requirements.
- Process service reports, photos, debit memos, credits and other required documentation.
- Follow up with manufacturers and suppliers to prevent delays and keep service cases moving forward.
Billing & Administration
- Review and update costing on customer invoices to ensure billing and commission accuracy.
- Register furniture and appliance warranties on a timely weekly basis.
- Bill sales invoices and ensure accuracy.
- Balance daily cash sheets, deposits and tills.
- Take customer payments at the counter when required.
- Send payment links to customers when requested.
- Process Fairstone transactions as required.
- Open and process mail and billing-related emails.
- Maintain vehicle records, gas slips and monthly summaries.
Dispatch & Delivery Support
- Monitor and update deliveries through DispatchTrack.
- Enter and schedule deliveries when required.
- Send customer delivery notifications when required.
- Send daily customer surveys.
- Assist with training staff on DispatchTrack as needed.
General Office & Team Support
- Answer phones and provide front-line customer service.
- Assist management with special projects and additional tasks as required.
- Step in and help wherever needed to keep the office and customer experience running smoothly.
- Maintain office supplies, stationery and office equipment.
The Person We're Looking For
You will be a great fit if you are:
Accurate: You notice the little things. You double-check your work and understand that small errors can create big problems.
Friendly & Positive: You genuinely enjoy helping people. Even when a customer is frustrated, you remain professional, upbeat and respectful.
Calm Under Pressure: You don't become flustered when the phone is ringing, a customer is waiting and several things need your attention at once.
A Problem Solver: You don't simply identify a problem—you look for the next step and take ownership of getting it resolved.
Highly Organized: You keep track of details, follow-ups, appointments and outstanding issues without letting things fall through the cracks.
A Strong Communicator: You can communicate clearly and professionally with customers, technicians, suppliers, manufacturers and coworkers.
A Team Player: You're willing to pitch in, help others and take on different tasks when the business needs it.
Reliable & Accountable: When you say you'll do something, you follow through.
Comfortable with Numbers: You are confident working with invoices, payments, cash balancing and billing details.
What Success Looks Like
After learning the role, we want you to become someone the team can truly rely on.
Customers feel listened to and taken care of.
Technicians have the information they need.
Manufacturers receive the correct documentation.
Service issues are followed through to completion.
Invoices and cash are accurate.
And most importantly, nothing falls through the cracks.
If you are someone who takes pride in being organized, enjoys helping people and can bring a calm, positive attitude to a busy environment, we'd love to hear from you.
What We Value Most
We can teach our systems and processes.
What is much harder to teach is attitude, accountability, attention to detail, patience and genuine care for customers.
If that sounds like you, we want to meet you.
Pay: $25.00-$28.00 per hour
Benefits:
- Company events
- Dental care
- Disability insurance
- Extended health care
- Life insurance
- On-site parking
- Store discount
Application question(s):
- Do you have the ability to remain calm during escalating situations?
- Would you be described as positive team player, easy-going, helpful, organized and very detailed oriented? If these do not describe you, do not apply.
Experience:
- Customer Service: 5 years (required)
Language:
Work Location: In person
