Service Solutionist/Coordinator

Service Solutionist/Coordinator

Requirements

• Previous experience in a call center, customer service, or service coordination role (preferably in equipment servicing, healthcare, or technical support)
• Strong ability to multitask in a fast-paced environment while maintaining professionalism and accuracy
• Experience working with vendors, scheduling service events, and handling escalations
• Proficiency with service management systems, CRM tools, and Microsoft Office Suite

Responsibilities

• Receive, prioritize, and dispatch service events with urgency and accuracy
• Schedule and track service requests, ensuring adherence to Service Level Agreements (SLAs)
• Oversee the full lifecycle of service events, from initiation to resolution
• Proactively monitor open tickets, addressing potential escalations before they impact operations
• Communicate effectively with all stakeholders, ensuring transparency and efficiency
• Keep customers informed with timely, clear, and professional updates
• Exhibit empathy and urgency when handling service disruptions to enhance the customer experience
• Collaborate with vendors to ensure timely and high-quality service event resolutions
• Build strong relationships with internal teams, customers, and service providers to facilitate seamless operations
• Maintain accurate service records, including quotes, Purchase Orders (POs), and Field Service Reports
• Ensure documentation is complete, accurate, and submitted on time for processing
• Handle complex customer inquiries, working toward swift and effective resolutions
• Identify potential issues and take proactive steps to prevent service disruptions
• Support the onboarding and training of new team members
• Foster a culture of learning and continuous improvement

Preferred Qualifications

• Customer-Focused Mindset – You have a passion for service excellence and delivering top-tier customer experiences
• Calm Under Pressure – You thrive in high-stress situations and can navigate urgent service events with a level head
• Strong Communicator – You can articulate information clearly, both verbally and in writing, to customers, vendors, and internal teams
• Problem-Solver – You proactively identify issues, think critically, and drive solutions with efficiency for successful outcomes
• Organized & Detail-Oriented – You manage multiple tasks simultaneously, ensuring accuracy and completeness
• Team Player – You collaborate well with others and are committed to supporting your colleagues and customers