Customer Service Coordinator

The Customer Service Coordinator is responsible for scheduling, directing, monitoring service work and ensuring a high-level Legendary Customer Service outcome for our customers.

The incumbent in this position is expected to model the following practices on a daily basis: 1) Demonstrate alignment with the company's mission and core business values; 2) Collaborate with key internal/external resources; 3) Participate in ongoing self-development.

Essential Functions:

• Models, promotes, reinforces, and rewards the consistent use of HOLT’s Values Based Leadership (VBL) tools, models, and processes to ensure alignment with our Vision, Values, and Mission

 

• Coordinates the daily work in progress to meet department goals through prioritization of work and appropriate scheduling of resources 

 

• Requires accurate data entry of daily labor hours to ensure timely work order and payroll processing 

 

• Communicates with customers, coordinators, and sales representatives daily regarding scheduling, quoting, and repairing of equipment

 

• Ensures that customers’ expectations regarding communication, information and updates are met and/or exceeded

 

• Collaborates with key parts and service employees to ensure the flow of information and processes are all focused on delivering Legendary Customer Service

 

• Coordinates and follow up to ensure that customer service delivery expectation including completion deadlines, job costs, quality of service and invoicing 

 

• Track machines coming in/out of service and Condition Monitoring systems service history of machines information on and communicates findings (e.g. Oil sample results, codes, service letters/updates that CAT puts out).  

 

• Provides quotes of all service work to be performed in Part and Service Quoter (PSQ), unless previously quoted by the Parts and Service Sales Representative (PSSR) and approved by customer  

 

• Maintains consistent, accurate and timely coordination of information/paperwork/upload photos in communicating the flow of work and ensures that department operates efficiently   

 

• Processes customer payments via check, credit card, CAT access and apply to job in Dealer Business System (DBS)

 

• Generates all purchase orders and validates timely entry into work orders in DBS systems

 

• Coordinates with Supervisor(s) on opening and closing work orders on a daily basis 

 

• Maintains department daily and monthly reports  

 

• Requires regular and punctual employee attendance 

 

• Works safely at all times and adheres to all applicable safety policies; complies with all company policies, procedures, and standards

 

• Performs other duties as assigned       

 

Knowledge, Skills, and Abilities:

 

• Working knowledge of computers and multi-line phone systems

 

• Knowledge of basic office practices, procedures, and processes

 

• Knowledge of Microsoft Office products (Word, Excel, Outlook, etc.) at a proficient level 

 

• Excellent verbal, written, and communication skills 

 

• Exceptional customer service skills 

 

• Excellent interpersonal skills to establish working relationships with multiple departments and various levels of the organization 

 

• Functional knowledge of key operating systems:  DBS, Service Link and MDS