Service Experience & Scheduling Coordinator

Evolving Solution Services; Cromwell (CT); On-site; USD 28,000 - 32,000; Full time

Job summary

Evolving Solution Services in Cromwell, CT is seeking a Service Coordinator to connect customers, technicians, and internal teams for service needs related to windows, doors, showers, and bath products. You will own the service experience from first contact through final follow-up, keeping schedules moving and customers informed every step of the way.

This role balances people, priorities, and details in a fast-paced environment.

Qualifications

• High school diploma or equivalent required.
• Previous experience in customer service, scheduling, dispatching, or service coordination preferred.
• Experience within home improvement, construction, manufacturing, or service industries is a plus.
• Proficient with Microsoft Office and computer systems.
• Experience with scheduling software or CRM systems preferred.
• Excellent verbal and written communication.
• Strong organizational and multitasking abilities.
• High attention to detail.
• Problem-solving mindset.
• Ability to prioritize changing workloads.
• Team-oriented attitude.
• Dependable and adaptable.

Responsibilities

• Create a positive first impression by communicating with customers in a professional, courteous, and timely manner.
• Manage incoming phone calls, emails, and customer inquiries with responsiveness and accuracy.
• Listen actively to customer concerns, identify the next best step, and help resolve issues while protecting the customer experience.
• Close the loop after service appointments by following up, confirming satisfaction, and addressing any outstanding concerns.
• Build and manage service schedules for windows, doors, showers, and bath products.
• Optimize technician schedules to support timely arrivals, efficient routing, and productive service days.
• Keep customers informed by confirming appointments, sharing arrival windows, and communicating schedule changes clearly.
• Assess urgent requests, adjust priorities quickly, and coordinate schedule changes when service needs shift.
• Set technicians up for success by providing complete work orders, accurate customer details, and any relevant service notes before each appointment.
• Maintain accurate customer records and service documentation.
• Process warranty claims and service-related paperwork.
• Update scheduling software and CRM systems.
• Monitor open service requests and ensure timely completion.
• Assist with departmental reporting and general administrative support.
• Act as a communication hub between Sales, Installation, Production, and Service to keep work moving smoothly from handoff to completion.
• Contribute ideas and support process improvements that enhance customer satisfaction, response times, and operational efficiency.
• Build trusted working relationships across departments by communicating clearly, following through, and helping solve problems collaboratively.
• Complete cross-training in the Production Department.
• Assist Production team members during periods of high demand, employee absences, and vacations.
• Provide administrative and operational support as needed to maintain workflow and ensure excellent customer service.
• Demonstrate flexibility by contributing wherever needed to support company goals.

Skills

Communication

Organization

Multitasking

Attention to detail

Problem-solving

Teamwork

Education

High school diploma or equivalent

Tools

Microsoft Office

CRM systems

Scheduling software

Job description

Evolving Solution Services in Cromwell, CT is seeking a Service Coordinator to connect customers, technicians, and internal teams for service needs related to windows, doors, showers, and bath products. You will own the service experience from first contact through final follow-up, keeping schedules moving and customers informed every step of the way.

This role balances people, priorities, and details in a fast-paced environment.