Service Coordinator

Job Summary

The Service Coordinator supports Field Service Technicians by communicating with, responding to, and acting on customer, dealer and retailer requests, questions, and concerns, and administers service needs per Cavco Homes warranty and service guidelines.

Essential Duties and Responsibilities:

• Processes work orders to assist Field Service Technicians, communicates information or updates as needed
• Responds to customer calls and emails regarding service questions
• Interprets and administers Cavco Homes Warranty/Service Policy according to its terms and conditions
• Represents Cavco Homes professionally and effectively
• Utilizes equipment and personnel efficiently and effectively
• Implements a priority identification system for work orders that require special handling
• Prioritizes and schedules service, minimizing consumer complaints and managing service backlog
• Creates and schedules service and parts requests for factory, contractors and dealers
• Reviews, verifies and approves contractor and dealer service invoices prior to payment
• Utilizes vendor claim process to ensure that defective parts are returned for credit
• Maintains accurate service records and files
• Communicates shortages, product quality or design problems, material problems, dealer problems, etc. to the Service Manager
• Assists associates with parts as needed

Minimum Qualifications:

• Must be at least 18 years of age
• Must be legally authorized to work in the United States
• Must be able to read, write and speak English
• High School Diploma is preferred
• Must successfully pass pre-employment requirements
• At least one year of demonstrable experience in a Customer Service role is preferred
• Demonstrable experience effectively communicating with others, both verbal and written, is required
• Working knowledge of Microsoft Office applications is preferred

Knowledge, Skills and Abilities:

• Exceptional customer service skills
• Effective planning, organization and time-management skills
• Ability to make effective decisions concerning the need for home repairs, with a focus on customer and company interests
• Ability to effectively read and interpret construction prints
• Ability to adapt to, and manage competing demands, frequent change and unexpected events
• Ability to identify and resolve problems effectively and efficiently