Service Dispatch & Customer Support Coordinator

Welbilt; Mayfield Heights (OH); On-site; USD 29,000 - 33,000; Full time

Benefits offered by this job

Competitive wage

Healthcare (medical, dental, vision)

401(k) savings plan

Wellness Program

Supplemental Health Plans

Employee Assistance Program

Training and Development

Tuition Assistance

Holiday Pay opportunities

Employee discounts

Paid Time Off (PTO)

On-the-job training and skills develop

Basic Life Insurance

Leave Program

Employee Events and more...

Job summary

Garland in Ohio is seeking a Service Coordinator to act as the central contact for customer service inquiries and service dispatch management. The role involves handling calls, creating dispatches, coordinating service calls with FAS, and ensuring timely resolutions with strict SLAs.

Knowledge of warranty processes and Salesforce usage is required. Schedule is Monday to Friday, 8:00 AM–5:00 PM EST, with benefits including healthcare, 401(k), PTO and ongoing training.

Qualifications

• Experience in customer service, preferably within service coordination or support roles.
• Knowledge of service dispatching and coordination processes.
• Familiarity with Salesforce or similar CRM software is a plus.
• Strong communication skills, both verbal and written, with a focus on customer satisfaction.
• Basic technical troubleshooting skills or a willingness to learn.
• Strong organizational skills with the ability to manage multiple tasks efficiently.
• Ability to work collaboratively with internal teams and external partners (FAS).
• Proactive and solution-oriented approach to problem-solving.
• Must be located in Central or Eastern time zone

Responsibilities

• Answer Customer Support Line: Handle incoming customer service inquiries via phone, providing prompt and professional assistance.
• Dispatch Service Calls (Priority and Close Within 1-2 Days depending on priority): Assign and manage service calls, prioritizing them appropriately and ensuring they are resolved within 1-2 days.
• Follow Up with Customers: Ensure timely follow-up with customers to ensure satisfaction and keep them updated on service status.
• Follow Up with FAS (In Assigned Region): Coordinate with Factory Authorized Service Agent (FAS) in the designated region to ensure smooth service operations.
• Reassign FAS if Needed: Reassign FAS to different service calls or regions when necessary to ensure optimal service levels and efficiency.
• Update Customer Account Info: Maintain and update customer account details in the system to ensure accurate and current information for service tracking.
• Maintain Relationship with FAS: Cultivate positive relationships with FAS to enhance service delivery and communication.
• Knowledge of Warranty Processes
• A background in handling warranty information and policies is essential to making decision to dispatch a service call.
• Provide Warranty Status Updates to Customers & FAS: Use Salesforce to update and communicate warranty statuses to customers and FAS in a timely manner.
• Basic Troubleshooting Support: Provide initial troubleshooting support to customers before dispatching service, resolving basic issues when possible.
• Update Notes in a Timely Manner: Ensure service call and customer account notes are consistently updated in Salesforce for accurate tracking and reporting.
• Email Monitoring and Reply: Monitor and respond to customer service inquiries via email, providing helpful and timely responses.
• Manage time effectively to focus on remaining in the phone queue and available during working hours
• Consistently operate in a manner that aligns with the Company Core Values

Skills

Customer service

Communication skills

Organizational skills

Team collaboration

Warranty knowledge

Education

Associate's Degree

Tools

Salesforce

Job description

Garland in Ohio is seeking a Service Coordinator to act as the central contact for customer service inquiries and service dispatch management. The role involves handling calls, creating dispatches, coordinating service calls with FAS, and ensuring timely resolutions with strict SLAs.

Knowledge of warranty processes and Salesforce usage is required. Schedule is Monday to Friday, 8:00 AM–5:00 PM EST, with benefits including healthcare, 401(k), PTO and ongoing training.