Service Coordinator II

West Coast Energy Systems; Sussex (WI); On-site; USD 44,000 - 62,000; Full time

Job summary

West Coast Energy Systems is seeking an organized Service Coordinator I to act as the main liaison for customers, manage service jobs, and schedule technicians. You will maintain customer accounts, handle on-site coordination, and support cross-functional service operations.

The role requires 2+ years in service administration and proficiency with MS Office and CRM systems, with a focus on accuracy, timely responses, and customer satisfaction.

Qualifications

• High School Diploma or GED required.
• 2+ years of administrative service experience in a service-related business.
• 2+ years of scheduling field technicians and/or customer service.
• Proficiency with Microsoft Office and CRM systems.

Responsibilities

• Serve as the primary point-of-contact for customers and triage service requests.
• Create and manage service jobs, coordinating technician schedules.
• Proactively schedule preventative maintenance and repairs with customers.
• Create, audit, and update new customers and maintain customer locations.
• Manage equipment transfers between accounts with proper documentation.
• Collaborate with credit department to resolve account issues and keep operations smooth.
• Use customer portals to oversee and update open work orders for accuracy.
• Monitor job progress from start to finish and escalate to meet deadlines.
• Review completed jobs for accuracy and prepare invoices with billers.

Skills

MS Office proficiency

Customer service

Time management

Interpersonal skills

Problem solving under pressure

Education

High School Diploma or GED

Associate or Bachelor's degree in related field

Tools

FieldServio

SAP

CRM systems

Job description

We believe power is a promise - a shared commitment to be there for others when it matters most.

For more than 65 years, we've turned big ideas into solutions that help protect homes, strengthen businesses and build a more resilient, efficient, sustainable energy future.

Ready to Power a Smarter World with us?

Major Responsibilities

• Serve as the primary point-of-contact for customers, triaging incoming service requests and ensuring prompt resolution.
• Create and manage service jobs in the system, while coordinating technician schedules to optimize efficiency.
• Proactively schedule preventative maintenance and repair services, confirming details with customers.
• Create, audit, and update new customers in the system and maintain customer location accounts
• Manage equipment transfers between accounts, ensuring proper documentation and system updates.
• Partner with the credit department to resolve account status issues and maintain smooth service operations, escalating issues as needed.
• Utilize customer portals to oversee and update all open work orders, ensuring accuracy and timeliness.
• Track and oversee job progress from initiation through completion, escalating issues as needed to meet deadlines.
• Review completed jobs for accuracy and readiness for billing, collaborating with technical billers to finalize invoicing, escalating issues as needed.
• Process new entry-level to mid-level contracts and renewals in the electronic management system for related services.
• Participate in department meetings with the service operations team to align priorities and resolve challenges
• Provide cross-functional support to other Service Department roles as needed to maintain operational continuity.
• Participate in a rotating on-call team to respond to emergency service requests, as required by location.
• Work under general direction; manage own workload and cross-train Service Coordinator I team members, fostering skill development and knowledge sharing.

Minimum Job Requirements

Education

• High School Diploma or G.E.D.

Work Experience

• 2+ years of administrative experience in a service-related business
• 2+ years of scheduling field technicians and/or customer service

Knowledge / Skills / Abilities

• Computer literacy is required, including a working knowledge of Microsoft Office applications (i.e., Outlook, Word, Excel)
• General knowledge of service parts and the service industry, including but not limited to basic mechanical and technical aptitude
• Incorporate time management skills by prioritizing work assignments.
• Proven interpersonal skills with both internal and external customers, including being a team player to create synergy within the office and company
• Must be able to handle high-pressure situations
• Must have basic math skills for computing percentages, multipliers, sales tax, and totals on parts orders

Preferred Job Requirements

Education

• Associate or bachelor's degree in related field

Work Experience

• 4 years of administrative experience in a service-related business
• 4 years of scheduling field technicians and/or customer service

Knowledge / Skills / Abilities

• Working knowledge of business enterprise systems (e.g. FieldServio, SAP, etc.)
• Proficiency in schematic and service documentation

Physical Requirements and Working Conditions

Office Environment (Includes field sales): While performing the duties of this job, the employee is regularly required to talk and hear; and use hands to manipulate objects or controls. The employee is regularly required to stand and walk. On occasion, the incumbent may be required to stoop, bend, or reach above the shoulders. The employee must occasionally lift up to 25 pounds. Specific conditions of this job are typical of frequent and continuous computer-based work requiring periods of sitting, close vision, and the ability to adjust focus.

"We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, disability status, protected veteran status, or any other characteristic protected by law."