Service Coordinator

Kinetico Incorporated; Indiana; On-site; USD 40,000 - 56,000; Full time

Job summary

Kinetico Incorporated is seeking a Service Coordinator in Indiana to manage customer communications and schedule installations and service calls. You will proactively outreach to customers for additional product sales and service offerings, while maintaining accurate CRM records and coordinating with technicians.

The role requires strong customer-service skills, proficiency with Salesforce and Microsoft Office, and the ability to multitask in a fast-paced environment.

Qualifications

• High School Diploma required; an associate degree preferred.
• 3–5 years of experience in a customer-service role.
• Experience with Salesforce preferred.

Responsibilities

• Schedules product installations and service calls.
• Answers calls and emails; assess customer needs and actions.
• Contacts customers to offer ancillary services and upsells.
• Logs calls and emails into CRM and tracks interactions.
• Supports counter sales and assists customers with store purchases.
• Keeps installation and warranty data up to date in the system.
• Provides back-up support to other sales/service staff as needed.
• Maintains a clean and safe work and retail environment.

Skills

Customer service

Sales outreach

Communication

Multitasking

Cold calling

Education

High School Diploma

Associate degree

Tools

Salesforce

Microsoft Office

Job description

Love what you do at Kinetico Kinetico believes in treating its employees with respect. They play a vital role in enabling our innovation, growth and success. We strive to provide them with opportunities to grow in a motivating environment.

Job Description

Purpose: The Service Coordinator answers calls and emails from customers, schedules product installation and service calls, proactively performs outreach to customers to inform of additional product sales and service offerings, solicits sales and administers the customer account.

Key Areas of Responsibilities

Schedules product installations and service calls. Ensures documentation provided to the Service Technician is complete with all information necessary to service the customer. Answers incoming calls and emails, assesses customer needs, and selects appropriate course of action based on established procedures. Contacts current customers by phone or in writing to offer ancillary services such as filter changes, resin changes, or salt sales and prepares out of warranty letters to solicit interest in product or service upgrades. Logs calls and email conversations with customers into CRM and performs to various metrics. Maintains product installation and warranty information within the applicable database. Performs counter sales and assists customers with the purchase of products sold in the retail store. Performs workorder completion after confirming pricing and sales information. Provides back-up support as needed to other in-house sales and service-related employees and assists the Technicians as required to ensure satisfactory customer service. Maintains a clean and safe work and retail environment.

Key Performance Indicators

Meets upselling sales goal. Accurately and confidentially manages all customer service information. Work is professional, timely and of good quality.

Key Challenges and Decisions

Balance the day-to-day process work with the pro-active outreach to current and new customers in offering various services. Manage competing priorities. Prioritize effectively while handling customer calls in a fast-paced environment. Appropriate assessment of customer service needs and selection of best solution from established procedures.

Job Knowledge, Skills, and Experience

High School Diploma is required; an associate degree is preferred. 3-5 years’ experience working in a customer service-oriented role. Experience with Salesforce preferred. Must be professional, show initiative, multi-task, and work in a fast-paced environment. Must have a strong work ethic, be self-motivated, goal oriented, and have above average organizational and time management skills. Must be able to prioritize and be flexible to change priorities as needed. Must have proven “customer-centric” focus; understand customer service, and the value of creating a positive experience for the customer. Must be comfortable making cold calls to customers and developing leads. Must have strong interpersonal, written, grammar, and verbal communication skills. Must have experience with Microsoft Office Suite, including proficient abilities with Word and Excel. Must be dependable and have integrity. Must have knowledge of business, administrative, and clerical procedures, and systems. Experience with Salesforce preferred.

Organizational Context

The Service Coordinator interacts regularly with Kinetico employees, customers and outside supply & service vendors.

Our Commitment and Difference

Founded in 1970, Kinetico was started by two engineers who pioneered the development of non-electric, fully automatic water treatment systems. Evolving from the Tangent Company, a small consulting design firm, Kinetico soon became a global organization of independent dealers, international distributors representing nearly 100 countries. Through the dedication of its founders, employees and distribution network, Kinetico has experienced tremendous success. The company has grown from a two-man, creative undertaking into a strong and dynamic organization. Innovative technology and a strong commitment to customer satisfaction have distinguished the company and positioned Kinetico as a leader in today’s ever-changing water treatment industry manufacturing water softeners, along with a wide range of systems that improve water quality for general use, as well as those that provide high-quality drinking water for consumption. Kinetico products are Third Party certified to confirm quality and performance and complimented by the most comprehensive warranties in the industry. Kinetico is part of the Axel Johnson Group of companies, a global organization and fifth generation company that continues to be successful in developing leading businesses.

Kinetico Incorporated is an Equal Employment Opportunity (EEO) employer and does not discriminate on the basis of race, color, national origin, religion, gender, age, veteran status, political affiliation, sexual orientation, marital status or disability (in compliance with the Americans with Disabilities Act*), or any other legally protected status, with respect to employment opportunities.

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Founded in 1970 by two engineers, Kinetico pioneered the development of non-electric, fully mechanical water treatment systems. What began as a small firm quickly grew into a global company with a network of independent dealers and distributors serving nearly 100 countries. Driven by science, innovation and high-quality service, Kinetico designs precision-engineered water treatment solutions that provide customized water solutions improving water. Kinetico is trusted by homeowners and businesses around the world to improve the water they depend on every day. Kinetico is part of the Axel Johnson Group, a global, fifth-generation company continuing its success in developing leading businesses.