Customer Service Coordinator

PTR Global; Harrisburg (Dauphin County); On-site; USD 40,000 - 60,000; Full time

Job summary

PTR Global is seeking a detail-oriented Customer Service & Scheduling Coordinator to act as the primary contact for customers while supporting scheduling and work order operations.

The role combines customer service, scheduling coordination, administrative support, and work order management to move projects smoothly from scheduling through completion.

Qualifications

• Strong verbal and written communication skills.
• Excellent organizational and time management abilities.
• Experience handling high volumes of phone calls and emails.

Responsibilities

• Serve as the primary point of contact for incoming customer phone calls and emails.
• Respond to customer inquiries and resolve issues, escalating when appropriate.
• Maintain accurate records of customer interactions and prepare weekly communication reports.
• Support schedulers by proactively communicating with customers throughout the scheduling process.
• Educate customers on pre-job requirements, including inspections, account setup, and site readiness.
• Schedule customer appointments and send reminders and confirmations.
• Maintain detailed communication logs and provide weekly reporting.
• Assist with creating work packets and processing bundled job cards.
• Remove job holds after required documentation or conditions have been verified.
• Create IVR appointments and assist with work order closeout activities.
• Coordinate temporary disconnect appointments as needed.
• Investigate property damage claims and schedule follow-up work when liability has been confirmed.
• Provide additional scheduling and administrative support as required.

Skills

Communication

Organizational skills

Time management

Phone/email handling

Detail oriented

Independent & team collaboration

Education

High school diploma or equivalent

Tools

MS Office

Outlook

Excel

Job description

We are seeking a detail-oriented Customer Service & Scheduling Coordinator to serve as the primary point of contact for customers while supporting scheduling and work order operations. This role combines customer service, scheduling coordination, administrative support, and work order management to ensure projects move smoothly from scheduling through completion.

The ideal candidate has strong communication skills, excels in a fast-paced environment, and is highly organized with the ability to manage multiple priorities.

Responsibilities

• Serve as the primary point of contact for incoming customer phone calls and emails.
• Respond to customer inquiries and resolve issues whenever possible, escalating when appropriate.
• Maintain accurate records of customer interactions and prepare weekly communication reports.
• Support schedulers by proactively communicating with customers throughout the scheduling process.
• Educate customers on pre-job requirements, including inspections, account setup, and site readiness.
• Schedule customer appointments and send reminders and confirmations.
• Maintain detailed communication logs and provide weekly reporting.
• Assist with creating work packets and processing bundled job cards.
• Remove job holds after required documentation or conditions have been verified.
• Create IVR appointments and assist with work order closeout activities.
• Coordinate temporary disconnect appointments as needed.
• Investigate property damage claims and schedule follow-up work when liability has been confirmed.
• Provide additional scheduling and administrative support as required.

Required Qualifications

• High school diploma or equivalent.
• 2+ years of customer service, scheduling, dispatch, administrative, or coordinator experience.
• Strong verbal and written communication skills.
• Excellent organizational and time management abilities.
• Experience handling high volumes of phone calls and emails.
• Strong attention to detail and ability to maintain accurate documentation.
• Proficient with Microsoft Office (Outlook, Excel, Word).
• Ability to multitask and prioritize in a fast-paced environment.
• Comfortable working independently and collaboratively within a team.

Preferred Qualifications

• Experience supporting utility, energy, construction, field services, or similar industries.
• Experience with work order management or scheduling systems.
• Familiarity with customer relationship management (CRM) or enterprise scheduling software.