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 hours for this position are Monday through Friday 7:00 AM to 5:00 PM.  We are located at 707 US-380, Bridgeport, TX 76426. 
 
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.

• 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     

• 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
 
• Functional knowledge of critical CAT applications:  SIS and SIMSi
 
• Time management and time critical prioritization skills 
 
• Ability to work on multiple projects and deal effectively with employees, team members, and management 
 
• Self-starter and ability to work independently 
 
• Ability to operate office machines and computers 
 
• Understands written sentences and paragraphs in work related documents 
 
• Ability to effectively present information and respond to questions from a group of managers, coworkers, customers (internal and external), or the general public 

Education and Experience:
 
• High School diploma or equivalent required 
 
• Up to three plus years direct CAT Service experience or five plus years industry experience in heavy equipment preferred
 
 
Supervisory Responsibilities:
 
• None
 
Travel: 
 
• Travel is not expected for this position 
 
Physical Requirements:
 
• This position involves extended periods in a stat