Service Coordinator — Dispatch & Customer Support

HorseShoe Beverage Company; Village of Colonie (NY); On-site; USD 50,000 - 55,000; Full time

Job summary

Repeat Business Systems in Albany, NY is seeking a Service Coordinator to support day-to-day operations in the service department. The role coordinates and schedules field service calls, maintains accurate service records, and acts as the primary contact between customers and technicians.

The ideal candidate is highly organized, detail-oriented, and customer-focused, capable of managing multiple priorities in a fast-paced environment. Base pay is $50,000–$55,000 per year with full benefits.

Qualifications

• High school diploma or equivalent.
• Strong organizational and time-management skills.
• Excellent verbal and written communication skills.
• Ability to manage multiple priorities in a fast-paced environment and urgency with a positive attitude.
• Strong attention to detail and accuracy.

Responsibilities

• Receive and process incoming service calls through phone, email, customer portals, monitoring systems, and other communication channels.
• Create and maintain accurate service calls/tickets.
• Gather pertinent information regarding equipment issues, including machine identification, location, error codes, customer concerns, and urgency.
• Determine the appropriate priority and response level for each service request based on customer needs, equipment status, contractual obligations, and business impact.
• Coordinate and schedule technicians for service calls based on availability, location, skill set, equipment expertise, and priority.
• Monitor technician schedules and make adjustments as necessary to accommodate emergency calls, cancellations, delays, and changing customer needs.
• Communicate schedule changes and service updates to technicians, customers, and appropriate internal personnel.
• Follow up on outstanding service calls, parts requirements, equipment issues, and customer concerns.
• Escalate unresolved or urgent service issues to the Service Manager or appropriate department.
• Provide technicians with accurate information regarding service requests, equipment history, customer requirements, and site information.
• Assist technicians with obtaining additional information from customers or internal departments when necessary.
• Identify potential billable service requests and route them appropriately for review or approval.

Skills

Organization

Time management

Communication

Attention to detail

Teamwork

Education

High school diploma or equivalent

Job description

Repeat Business Systems in Albany, NY is seeking a Service Coordinator to support day-to-day operations in the service department. The role coordinates and schedules field service calls, maintains accurate service records, and acts as the primary contact between customers and technicians.

The ideal candidate is highly organized, detail-oriented, and customer-focused, capable of managing multiple priorities in a fast-paced environment. Base pay is $50,000–$55,000 per year with full benefits.