Service Department Coordinator

Intuit, Inc.; Placentia (CA); On-site; USD 42,000 - 65,000; Full time

Job summary

Intuit, Inc. is seeking a Service Coordination Specialist to act as a trusted liaison among customers, service technicians, and the company. You will help ensure service requests flow smoothly from initial contact through scheduling, dispatch, and completion.

The role emphasizes scheduling, route coordination, proactive communication, and meticulous recordkeeping, with opportunities to improve workflows and customer satisfaction across maintenance programs and subscriptions.

Qualifications

• 1 year of customer service or scheduling/dispatch experience preferred.
• Experience coordinating field service technicians or service appointments a plus.
• Administrative support, filing, scheduling, or bookkeeping experience advantageous.
• Proficiency with Word, Excel, Outlook.

Responsibilities

• Provide professional phone, email, and in-person customer service with excellent communication and phone etiquette.
• Answer customer inquiries regarding services offered, account status, maintenance, and service agreements.
• Schedule and coordinate service appointments based on customer availability, technician availability, service requirements, and priority.
• Create, optimize, assign and monitor daily service routes with consideration for traffic and geography.
• Identify opportunities to improve workflow and operational efficiency.
• Maintain accurate electronic records of service requests, orders, maintenance agreements, subscriptions, and interactions.
• Track maintenance schedules, service agreements, and subscriptions; contact customers as needed.
• Assist with general office administration and other duties as assigned.
• Conduct outbound calls to confirm appointments, follow up on completed service, gather feedback, and address needs.
• Educate customers about maintenance programs, service agreements, and subscriptions.
• Assist with processing customer payments when necessary.

Skills

Customer service

Scheduling

Dispatch coordination

Office administration

Phone etiquette

Communication skills

Organizational skills

Problem-solving

Negotiation

Independent work

Tools

QuickBooks

Microsoft Office Suite (Word, Excel, Outlook)

Job description

Job Summary

This position serves as a key liaison between customers, service technicians, and the company, helping to ensure that service requests are handled efficiently from the initial customer call through scheduling, dispatch, follow-up, and completion.

Qualifications & Experience

• Previous customer service (at least 1 year), scheduling, dispatch, call center, office administration, or receptionist experience preferred.
• Experience coordinating field service technicians, and/or service appointments is a plus.
• Administrative support, filing, scheduling, or bookkeeping experience is advantageous.
• Experience with QuickBooks preferred but not required.
• Proficiency with Microsoft Office Suite, including Word, Excel, and Outlook.
• Excellent written and verbal communication skills and professional phone etiquette.
• Strong organizational, analytical, and problem-solving skills.
• Comfortable handling negotiations, customer objections, and unexpected scheduling changes.
• Ability to work independently while also contributing effectively as part of a collaborative team.
• Reliable, adaptable, proactive, and eager to learn.

Key Responsibilities:

Customer Service & Communication

• Provide professional phone, email, and in-person customer service with excellent communication and phone etiquette.
• Answer customer inquiries regarding services offered, account status, maintenance, and service agreements.

Scheduling, Dispatch & Route Coordination

• Schedule and coordinate service appointments based on customer availability, technician availability, service requirements, and priority.
• Create, optimize, assign and monitor daily service routes with consideration for traffic, geographic location, and efficient use of technician/driver time.
• Identify opportunities to improve workflow and operational efficiency.

Service Records & Administrative Support

• Maintain accurate electronic records of service requests, service orders, repair orders, maintenance agreements, subscriptions, customer interactions, and work performed.
• Track customer maintenance schedules, service agreements, and subscriptions.
• Contact customers regarding upcoming maintenance, service needs, agreement renewals, and subscriptions.
• Assist with general office administration and other duties as assigned.

Customer Follow-Up & Business Support

• Conduct outbound calls to confirm appointments, follow up on completed service, gather customer feedback, and address outstanding customer needs.
• Identify opportunities to educate customers about available maintenance programs, service agreements, subscriptions, and additional services.
• Assist with processing customer payments when necessary.