Service Coordination Manager: Scheduling & Customer Experience Lead

FAS Windows & Doors; Orlando (FL); On-site; USD 52,000 - 76,000; Full time

Benefits offered by this job

Competitive compensation

Paid training

Medical, dental, and vision insurance

Life insurance

401(k) with company matching

Paid time off and holidays

Career-development and advancement

Supportive team environment

Stable and growing company

Job summary

FAS Exteriors is seeking an organized, customer-focused Service Coordination Manager to lead our service coordination team. You will oversee scheduling, technician support, customer communication, parts ordering, payments, and department operations in a fast-paced home-improvement environment.

The ideal candidate will have strong leadership, multi-tasking ability, and a track record of resolving customer concerns while maintaining accurate service records.

Qualifications

• High school diploma or GED required or equivalent experience.
• Associate or bachelor’s degree in business, construction management, or related field preferred.
• At least three years of service coordination, scheduling, customer service, or related office experience preferred.
• Previous supervisory or management experience preferred.
• Experience in windows, doors, roofing, home improvement, construction, installation, warranty service, or field-service operations is strongly preferred.
• Excellent verbal and written communication skills.
• Strong leadership, coaching, and conflict-resolution abilities.
• Exceptional organizational and time-management skills.
• Ability to prioritize multiple responsibilities in a fast-paced environment.
• Strong attention to detail and commitment to accurate recordkeeping.
• Professional and customer-focused approach to resolving concerns.
• Proficiency with Microsoft Word, Excel, Outlook, and other Office apps.
• Experience with CRM, scheduling, dispatch, permitting, or project-management software.
• Experience with window and door ordering software is a plus.

Responsibilities

• Supervise, train, coach, and support Service Coordinators.
• Assign daily responsibilities and monitor team workloads.
• Oversee scheduling and dispatching of service technicians.
• Coordinate service appointments with customers, technicians, and internal departments.
• Monitor open service requests and ensure timely follow-up.
• Handle escalated customer concerns professionally and resolve issues.
• Ensure calls and emails are answered promptly and professionally.
• Review service files for complete notes, photos, and field documents.
• Oversee daily parts ordering and track outstanding orders.
• Coordinate with Purchasing and Production on parts availability.
• Maintain accurate inventory records for service items on company vehicles.
• Review and process approved payments for chargeable service work.
• Maintain CRM data and department databases.
• Compile service reports and provide department updates to management.
• Assist with installation scheduling, permit coordination, and inspections when needed.
• Communicate project and service updates across departments.
• Identify opportunities to improve department efficiency and customer experience.
• Ensure adherence to company policies and procedures.

Skills

Leadership

Supervisory experience

Scheduling

Customer service

Communication

Organization

Time management

Detail-oriented

Microsoft Office

Education

High school diploma or GED

Associate or bachelor's degree in business/construction management or related field preferred

Tools

CRM software

Scheduling software

Dispatch software

Permitting software

Project management software

Microsoft Office

Job description

FAS Exteriors is seeking an organized, customer-focused Service Coordination Manager to lead our service coordination team. You will oversee scheduling, technician support, customer communication, parts ordering, payments, and department operations in a fast-paced home-improvement environment.

The ideal candidate will have strong leadership, multi-tasking ability, and a track record of resolving customer concerns while maintaining accurate service records.