Service Coordinator

Repeat Business Systems is a vibrant and growing technology leader focused on service, integrity, and true partnership. We are looking for a friendly, outgoing team member to coordinate and support day-to-day operations within the service department in our Albany, NY office. We offer an excellent starting salary, full benefit package including health insurance, 401K, phone, paid holidays and vacation time, and fun monthly activities.

This position serves as a key point of contact between customers, service technicians, dispatch, sales, administration, and management to ensure service requests are handled efficiently and customers receive timely, professional support.

The Service Coordinator monitors incoming service requests, prioritizes and schedules service calls, communicates with customers and technicians, maintains accurate service records, and assists with the overall coordination of field service activities.

The ideal candidate is highly organized, detail-oriented, customer-focused, and able to manage multiple priorities in a fast-paced environment.

Duties and Responsibilities

• Receive and process incoming service calls through phone, email, customer portals, monitoring systems, and other communication channels.
• Create and maintain accurate service calls/tickets.
• Gather pertinent information regarding equipment issues, including machine identification, location, error codes, customer concerns, and urgency.
• Determine the appropriate priority and response level for each service request based on customer needs, equipment status, contractual obligations, and business impact.
• Coordinate and schedule technicians for service calls based on availability, location, skill set, equipment expertise, and priority.
• Monitor technician schedules and make adjustments as necessary to accommodate emergency calls, cancellations, delays, and changing customer needs.
• Communicate schedule changes and service updates to technicians, customers, and appropriate internal personnel.
• Follow up on outstanding service calls, parts requirements, equipment issues, and customer concerns.
• Escalate unresolved or urgent service issues to the Service Manager or appropriate department.

• Provide technicians with accurate information regarding service requests, equipment history, customer requirements, and site information.
• Assist technicians with obtaining additional information from customers or internal departments when necessary.

• Identify potential billable service requests and route them appropriately for review or approval.

Performance Expectations

The Service Coordinator is expected to:

• Maintain a high level of accuracy when entering and updating service information.
• Respond promptly to customer and technician communications.
• Effectively prioritize multiple service requests.
• Maintain clear and professional communication.
• Minimize unnecessary delays in technician dispatch and service completion.
• Ensure service calls are properly documented from initial request through completion.
• Demonstrate strong teamwork and cooperation with Service, Sales, Customer Care, Administration, and other departments.

Qualifications

Required

• High school diploma or equivalent.
• Previous customer service, administrative, dispatch, scheduling, or coordination experience.
• Strong organizational and time-management skills.
• Excellent verbal and written communication skills.
• Ability to manage multiple priorities in a fast-paced environment and urgency with a positive attitude.
• Strong attention to detail and accuracy.

Equal Employment Opportunity Statement:
Repeat Business Systems is an equal opportunity employer and is committed to providing equal employment opportunities to all qualified individuals in accordance with applicable federal, state, and local laws.