Service Coordinator

Benefits:

• 401(k) matching
• Health insurance
• Opportunity for advancement
• Paid time off
• Training & development

Company: Window World of Indianapolis Location: Indianapolis, IN

Window World is America’s #1 exterior remodeler. We install energy-efficient windows, doors, siding, and more for homeowners throughout Indianapolis, Indiana. We are committed to delivering exceptional customer experiences and innovative solutions. We pride ourselves on our dedication to quality, reliability, and customer satisfaction. As we continue to expand our operations, we are seeking a skilled and motivated individual to join our team as a Service Coordinator.

As a Service Coordinator at Window World, you will be the primary point of contact for clients requiring service, repairs, and warranty work. This vital role focuses on understanding customer needs, coordinating service appointments, and ensuring timely and effective resolution of issues to maintain high levels of customer satisfaction. If you are a compassionate communicator, highly organized, and excel at problem-solving, we encourage you to apply!

• Service Appointment Coordination: Manage and schedule all service, repair, and maintenance appointments based on customer availability and technician capacity. This includes communicating appointment changes to customers promptly.
• Customer Issue Resolution & Troubleshooting: Proactively engage with customers to diagnose the underlying causes of service issues through effective questioning and detailed investigation. Collect comprehensive information and documentation, including visual evidence, identification numbers, and thorough problem descriptions, to enable efficient resolution. Provide initial technical support via phone, video communication, or by guiding customers to relevant online resources.
• Warranty & Non-Warranty Assessment: Focus on clearly differentiating between product-related issues covered under warranty and other issues that are not. Document customer acknowledgment for non-warranty issues and any waived service fees according to policy.
• CRM & Service Request Management: Meticulously track all service requests, appointments, and customer communications within the in-house CRM system. This includes creating detailed service requests and accurately categorizing all service issues. Diligently document all service call activities in the CRM for historical records. Proactively manage ongoing service cases by monitoring ordered parts, scheduling follow-up visits, and maintaining regular communication with customers regarding resolution timelines.
• Warranty Claim and Remake Order Processing: Initiate warranty claims with product manufacturers by composing detailed emails with customer information, product details, issue descriptions, photos, and new purchase order numbers. Understand the process for all remake orders.
• Cross-Departmental
  
  Collaboration:
  
  Collaborate closely with service and install technicians and product manufacturers to ensure efficient product ordering, scheduling, and problem resolution. Communicate all expectations to fully complete the service or contract with as few appointments as possible.
• Operational Oversight:
  • Proactively monitor the progress of service jobs, identifying and resolving any issues or delays to ensure timely completion.
  • Light inventory management and coordination to gather the necessary materials and equipment for service activities.
  • Regularly review and address indicators related to "expected received dates" in the pipelines, promptly investigating and resolving any delays in customer orders.
• Administrative Support: Provide administrative support to the installation/service team, including data entry and active project notation. This includes maintaining accurate and complete customer records within the CRM, documenting all interactions, and ensuring data integrity throughout the service process.
• Product & Warranty Knowledge: Possesses a strong understanding of warranty procedures and how they relate to service appointments. Be able to identify and name window parts, understand their function, and…