Service Coordinator/Customer Service Representative

Tejon St., Englewood, CO; Englewood (CO); On-site; USD 48,000 - 60,000; Full time

Benefits offered by this job

401(k) matching

Health insurance

Paid time off

Job summary

Rocky Mountains Distributing in Englewood, CO, is hiring a Customer Service Representative to manage service operations, field customer inquiries, and ensure efficient coordination with technicians. This role involves a mix of communication, organization, and proactive problem-solving.

The ideal candidate thrives in a fast-paced environment, possesses strong Microsoft Office skills, and has a knack for customer service. Benefits include ongoing training, health insurance, and a competitive salary range of $48,000-$60,000 annually.

Qualifications

• High school diploma or equivalent required; associate or bachelor’s degree preferred.
• Legally authorized to work in the U.S.
• Experience in a high-volume communication environment.

Responsibilities

• Serve as the primary contact for customers and technicians.
• Coordinate dispatch for Field Service Technicians.
• Resolve customer issues and follow up on service calls.

Skills

Communication skills

Problem-solving

Time management

Microsoft Office proficiency

Education

High school diploma

Bachelor's degree

Tools

Microsoft Teams

O365

CRM platforms

Job description

RMD Is Hiring a Service Coordinator – Customer Support

About the job

Our Mission: Helping customers thrive by providing one‑stop, lifelong sales, and uncompromising service.

At Rocky Mountains Distributing, we don’t just sell and service blue‑chip commercial food service equipment, we make our customers’ lives easier, their businesses stronger, and their experience with us something they’d never trade. We are fanatical about teamwork, relentless in our customer focus, and committed to leaving things better than we found them.

The Role

This is not your average customer service job. As our Customer Service Representative, you will be the nerve center of our service operation – fielding calls and emails from customers, field technicians, third‑party service providers, and manufacturer representatives, often all at once. It can be fast, it can be loud, and it can be wonderfully chaotic. If that energizes you rather than exhausts you, keep reading.

You will work closely with our Director of Customer Service/Dispatch and our Service Manager, supported, coached, and set up to succeed from day one.

You’ll coordinate, communicate, troubleshoot, follow up, and follow through, every single day. We observe the Sundown Rule: every request gets a response by the close of business the day it’s received. No exceptions. That standard lives with you as much as anyone on our team.

What You’ll Do

• Serve as one of the primary points of contact for customers, field technicians, service agents, and manufacturer reps – managing a high volume of inbound and outbound communication via phone, email, text, and chat.
• Assist in dispatching and coordinating Field Service Technicians with urgency and precision, optimizing schedules and response times.
• Triage competing priorities in real time – staying calm, organized, and effective when the volume is high and the stakes are real.
• Learn and navigate multiple interconnected service platforms, including industry‑specific tools common within top‑tier service providers and authorized distributor and service network (such as Southware, AMI, ATLAS, and Global Warranty) – all of which we’ll train you on thoroughly from day one.
• Proactively follow up on open service calls – nothing falls through the cracks on your watch.
• Troubleshoot minor equipment issues with customers over the phone, buying time and building confidence while a technician is dispatched.
• Handle escalations with composure and creativity, finding solutions that prevent repeat issues.
• Collaborate across departments to continuously improve how we deliver service.
• Develop working knowledge of our commercial kitchen equipment – the more you know, the more you help.
• Identify opportunities to introduce automation, AI tools, or process improvements that make our operation sharper and faster.

Who You Are

The title is Customer Service Representative. But what we’re really looking for is someone who is highly self‑motivated, hungry to learn, and impossible to rattle. Someone who asks great questions, thinks creatively, and then gets things done. Not someday – today.

We’re not looking for someone who’s great at explaining why something can’t get done. We’re looking for someone who says “I’ll handle it” – and then does. Whatever the task, whatever the size, whatever the complexity, you figure it out, you follow through, and you move on to the next thing. That attitude gets noticed here. We promise.

You are wired to help people. It’s not a skill you developed, it’s just how you’re built.

You don’t rattle easily. When the phones are ringing and the emails are stacking up, you get sharper, not scattered.

You are a doer. You follow up without being asked, close loops without being reminded, and take ownership without being told.

You communicate clearly and confidently – customers feel taken care of after every interaction with you.

You learn new systems quickly and don’t get frustrated when technology isn’t perfect – you figure it out and keep moving.

You are coachable, humble, and a genuine team player – you make the people around you better.

You are curious about technology and open to exploring how AI and automation tools can improve the way we work.

You bring a Spark – positive energy, a good attitude, and a presence that makes the team and our customers glad you’re here.

Qualifications

Required

• High school diploma or equivalent; associate or bachelor’s degree a plus.
• Legally authorized to work in the U.S.
• Proficiency in Microsoft Outlook, Excel, and Word; comfortable with Microsoft Teams for internal communication and collaboration.
• Comfortable managing high volumes of simultaneous communication across phone, email, text, and chat platforms.
• Experience in a multi‑line phone or high‑volume communication environment.
• Strong problem‑solving instincts and relentless follow‑through.
• Reliable, punctual, and accountable – the team counts on you to be present and ready.

Strongly Preferred

• Prior experience in customer service, dispatch, or service coordination.
• Bachelor’s degree, or equivalent combination of education and relevant experience. Recent graduates with strong interpersonal skills and a hunger to learn are encouraged to apply.
• Familiarity with commercial kitchen equipment or foodservice environments.
• Prior experience within the commercial restaurant industry or familiarity with Middleby, Middleby Advantage, Taylor Company or an authorized distributor or service network is a significant plus. Familiarity with platforms such as AMI, ATLAS, Global Warranty, or Southware translates directly and immediately.
• Intermediate to advanced O365 skills including SharePoint, OneDrive, and shared calendar management.
• Exposure to Power Automate, Power BI, or Microsoft Copilot is a meaningful differentiator.
• Experience with field service management, CRM, or service coordination platforms (e.g. Service Titan, FieldEdge, HubSpot, SouthWare, Aptean, Salesforce, or similar) is a plus – familiarity with how service workflows are managed in any platform translates well to our environment.
• Exposure to AI tools, workflow automation, or process improvement initiatives.
• Bilingual in English and Spanish.

Experience

• Multi‑line phone systems: 2 years (Required)
• Customer Service: 2 years (Required)

Benefits and Perks

• Pay range: $48,000-$60,000 per year
• Ongoing training and professional development.
• A team that genuinely has your back – and expects the same from you.
• Real opportunities for growth within a company that is expanding and investing in its people.
• 401(k) / 401(k) matching
• Disability insurance
• Health insurance / Life insurance
• Paid time off
• Vision insurance

At RMD, we believe that making other people’s lives better makes our lives better. If that resonates with you – and if you’re the kind of person who just handles it – we’d love to meet you