Route & Service Coordinator

Culligan by Consolidated Water Group; West Palm Beach (FL); On-site; USD 40,000 - 60,000; Full time

Job summary

Culligan by Consolidated Water Group in West Palm Beach, FL is seeking a Service/Route Coordinator to join the operations team. You will manage customer interactions, schedule service visits, and optimize routes for field technicians to improve efficiency and customer satisfaction.

You will create and track service tickets, coordinate equipment pickups and returns, and support administrative tasks while maintaining accurate records.

Qualifications

• High school diploma or GED required; degree in business-related field preferred.
• Experience with customer service, route coordination, or operations preferred.
• Proficiency in IFS, Salesforce, or similar systems; strong MS Office skills.
• Excellent verbal and written communication; strong organizational skills.
• Attention to detail and ability to multitask in a fast-paced environment.
• Problem-solving abilities to address scheduling and operational challenges.

Responsibilities

• Handle inbound and outbound customer calls with professionalism and empathy.
• Greet walk-in customers and schedule service appointments.
• Create and manage service tickets and work orders.
• Review schedules, assign tasks, and optimize routes for technicians.
• Track service completion and ensure accuracy and compliance.
• Maintain accurate customer records and assist with administrative tasks.

Skills

Verbal communication

Written communication

Organizational skills

Problem solving

Attention to detail

Team player

Analytical

Decision making

Education

High school diploma or GED

Associate/Bachelor preferred in business/operations

Tools

IFS

Salesforce

MS Office Suite

Job description

Locations

CWG West Palm Beach, 350 N Haverhill Rd, Unit 600, West Palm Beach, FL 33415, USA

• On-site
• Administration
• Full-Time
• Requisition #: ROUTE008369

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.

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.
• 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

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

#LI-AC2

Skills

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.

Experience

Licenses & Certifications

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.