Service Coordinator - Reliable Services USA LLC

Who We Are: Are you ready to be part of an industry experiencing explosive growth? The global market for household appliances is projected to reach an astounding $590.5 billion by 2027. This presents a fantastic opportunity to start or advance your career with us as an Appliance Installer. Reliable Services USA is one of the fastest growing service companies in North and South Carolina. As a licensed General Contractor, we offer expert re-modeling, plumbing, electrical and installation services to residential customers. Our company has been in business for over 18 years, and we are proud of our A+ Better Business Bureau [BBB] rating and a current Google review score of over 4.8 out of 5. We take pride in both the quality of our work and the service we provide to our customers. Why Work for Us? Reliable Services USA is a company with a vision. We are a company built on the quality of our work and 100% customer satisfaction; because of that, we treat our employees with the same level of respect. Here is what we offer: • Competitive Pay: Earn based on job completion with significant bonus potential for high-quality work. The more you install, the more you earn—without limits! • Career Growth: Join a rapidly growing industry with numerous opportunities for advancement. • Comprehensive Benefits: Enjoy Medical, Dental, and Vision coverage, plus Supplemental Insurance options. • Work-Life Balance: Benefit from flexible schedules, a generous PTO package, and Employee Appreciation Events. • Additional Perks: Receive Employee Birthday Off with Pay and participate in 90-day and Annual Reviews. Position Summary The Service Coordinator is responsible for supporting customers, technicians and clients via phone and email. This position provides support to the Market Coordinator in completing assigned functions. They provide excellent customer service as they handle schedule confirmations, out-bound phone calls, in-bound phone calls and updating job statuses in our proprietary software. Essential Functions: • Responsible for handling both inbound and outbound phone calls to/from primary client, end customers and field technicians. Minimum calls handled daily is typically 50 calls. • Maintain minimum required standards for Abandoned Call Rate, Average Call Time, Average Wait Time and Handle Rate. • Contribute to Key Performance Indicators for Time in Phase, Lowes Survey Scores and IMS Overdue. • Provide best-in-class service in terms of meeting or exceeding customer etiquette standards • Support Market Coordinators in scheduling, re-scheduling customers, providing needed information to Lowes IST and/or end customers. • Assist with Work Orders, CRM calls, escalated issues and customers, providing support to the Support Services Manager as requested. • Assist with optimizing field technician scheduling, confirming customer scheduled appointments, re-scheduling of appointments and securing PR Payments. • Ensure accurate and through documentation in CiO for all customer and technician interactions. Criteria for Hire: • 2+ years customer-centric experience in a call center or retail environment. • Ability to manage multiple, competing scheduling and project priorities. • History of being proactive, acting with urgent and solving complex problems. • Have a positive outlook and attitude towards customer, yourself and your team. • Strong teamwork and collaboration skills and experience. • Meticulous and exceptional record-keeping. • Hands-On experience with Microsoft Office 365 products [OneDrive, Word, Outlook, Excel] and database. Quick to learn new systems and technology. • Self-directed, reliable, organized, friendly, conflict resolution and problem-solving skills.

Compensation details: 18-22 Hourly Wage

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