Route & Service Coordinator

Culligan by Consolidated Water Group; Carrollton (GA); On-site; USD 42,000 - 62,000; Full time

Job summary

Culligan by Consolidated Water Group in Carrollton, GA is seeking a Service/Route Coordinator to manage customer interactions, schedule service visits and deliveries, and support field operations for efficient routes.

The role emphasizes accurate record-keeping, proactive communication with customers and technicians, and continuous improvement of scheduling processes to enhance service quality.

Qualifications

• GED or better.
• Experience with IFS or Salesforce preferred.
• Excellent verbal and written communication.
• Strong multitasking and organizational skills.

Responsibilities

• Handle customer interactions with professionalism and empathy.
• Schedule service appointments and follow up.
• Create and manage service tickets and work orders.
• Coordinate routes to maximize efficiency.
• Maintain accurate customer records in the system.
• Assist with reports and special projects.

Skills

Customer service

Route coordination

Scheduling

Microsoft Office

Communication

Education

GED or better

Associate or Bachelor's degree preferred

Tools

IFS

Salesforce

Job description

Description: The Service/Route Coordinator is a key member of the operations team, responsible for managing customer interactions, coordinating service schedules, optimizing routes, and supporting field operations. This role ensures efficiency and accuracy in scheduling, account management, and operational processes, contributing to an excellent customer experience.

Specific Job Function

Customer Interaction & Support

• Handle inbound and outbound customer calls with professionalism and empathy.
• Greet and assist walk-in customers.
• Resolve customer inquiries, concerns, and complaints efficiently.
• Schedule service appointments/deliveries and follow-up communications.
• Conduct outbound calls to generate revenue and promote services.

Service/Route Coordination & Scheduling

• Create and manage service tickets, preventive maintenance actions, and work orders.
• Review service schedules and assign tasks to field service technicians.
• Optimize routes for field service teams to ensure minimal travel time and maximum efficiency.
• Adjust schedules as needed based on availability, emergencies, or cancellations.
• Track service completion and follow up on open work orders. Process and review work orders to ensure accuracy and compliance.
• Collaborate with field teams to resolve scheduling conflicts and operational issues. Assist field teams with support requests and maintain effective communication.

Account & Equipment Management

• Set up and maintain accurate customer records in the system.
• Process customer cancellations and ensure proper documentation. Facilitate the collection of equipment after cancellations and update account statuses.
• Coordinate the collection or replacement of rental equipment.

Operational & Administrative Support

• Monitor call volumes and identify support needs.
• Assist with special projects and reporting as required.
• Continuous Improvement & Training
• Propose process improvements to enhance efficiency and customer satisfaction.
• Contribute to team discussions to optimize operational workflows and identify improvement opportunities.
• Participate in ongoing training and development initiatives.
• Support special projects and initiatives as assigned by management.

Qualifications

• High school diploma or equivalent required; Associate’s or Bachelor’s degree in Business Administration, Operations Management, or a related field (preferred).
• Proficiency in IFS, Salesforce, or similar systems, with strong Microsoft Office Suite skills.
• Excellent verbal and written communication for effective customer and team interactions.
• Strong organizational skills, with the ability to multitask and prioritize in a fast‑paced environment.
• Proven problem‑solving abilities to address scheduling and operational challenges.
• Attention to detail and accuracy in managing records, invoices, and schedules.
• Previous experience in customer service, route coordination, or operations (preferred).

Competencies

To perform the job successfully, an individual should demonstrate the following competencies in this position:

• Resourcefulness
• Customer Focus
• Team Player
• Attention to Detail
• Integrity
• Organizational/Planning
• Communication
• Analytical
• Judgment/Decision Making

Behaviors

Preferred

• Functional Expert : Considered a thought leader on a subject
• Dedicated : Devoted to a task or purpose with loyalty or integrity
• Loyal : Shows firm and constant support to a cause
• Enthusiastic : Shows intense and eager enjoyment and interest
• Detail Oriented : Capable of carrying out a given task with all details necessary to get the task done well
• Team Player : Works well as a member of a group

Motivations

Preferred

• Growth Opportunities : Inspired to perform well by the chance to take on more responsibility
• Job Security : Inspired to perform well by the knowledge that your job is safe
• Goal Completion : Inspired to perform well by the completion of tasks
• Work-Life Balance : Inspired to perform well by having ample time to pursue work and interests outside of work

Education

Required

• GED or better.

Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.