Customer Service and Scheduling Coordinator

Overview

We are seeking a dynamic and energetic Customer Service and Scheduling Coordinator to join our team! In this vital role, you will serve as the primary point of contact for clients and customers, ensuring their needs are met with enthusiasm and professionalism. Your proactive approach will help streamline appointment scheduling, provide exceptional support, and foster positive client relationships. This position offers an exciting opportunity to develop your communication skills, utilize technical proficiency, and contribute to a customer-focused environment that values organization and problem-solving.

Responsibilities

• Manage incoming calls and emails with a friendly, professional demeanor, providing clear information and assistance to clients.
• Schedule appointments efficiently and create a process, and intergrate software for scheduling, ensuring optimal time management.
• Maintain accurate data entry records of client interactions, appointments, and service details to support seamless operations.
• Provide exceptional customer support by addressing inquiries, resolving issues promptly, and escalating concerns when necessary.
• Assist in outbound calling efforts to confirm appointments, follow up on service requests, or gather client feedback.
• Coordinate with team members to ensure smooth scheduling workflows and effective communication across departments.

Skills

A major responsibility of this position will be keeping the service schedule organized and productive for our technicians. The successful candidate will communicate with customers, schedule service calls and preventive maintenance, update work orders, follow up with customers, and keep information moving between customers, technicians, and management.

This is an important position within the company and is designed to help our technicians stay focused on service work while providing customers with professional and timely communication.

Position Summary

Espresso Equipment Sales and Serv. is looking for a dependable, organized, and customer-focused person to assist with walk-in customers, phone calls, customer service, and service scheduling.

This position will work closely with our office staff, service technicians, and management to keep customers informed and our service schedule organized.

Key Responsibilities Customer Service

• Greet and assist walk-in customers.
• Answer incoming phone calls and emails.
• Take customer information and service requests.
• Assist customers with equipment, parts, and service questions.
• Direct technical questions to the appropriate technician or manager.
• Maintain a professional and friendly customer experience.

Service Scheduling

• Schedule service calls and preventive maintenance.
• Collect equipment and problem information from customers.
• Maintain the technician service calendar.
• Confirm appointments with customers.
• Communicate schedule changes and delays.
• Follow up on open service calls and customer requests.
• Help fill cancelled appointments when possible.

Preventive Maintenance

• Maintain a list of customers due for PM service.
• Contact customers to schedule preventive maintenance.
• Follow up with customers who have not scheduled.
• Help keep technicians' PM schedules full.

Office Support

• Enter and maintain customer and work-order information.
• Assist with QuickBooks and invoicing tasks.
• Follow up on estimates and completed service calls.
• Maintain organized customer records.
• Assist with showroom organization and customer demonstrations.

Qualifications

• Excellent customer-service and communication skills.
• Organized and dependable.
• Comfortable answering phones and making customer calls.
• Basic computer skills.
• Able to multitask and prioritize.
• Professional appearance and attitude.
• Previous office, customer service, scheduling, or service-industry experience preferred.

Espresso equipment experience is not required. Training will be provided.

What We Are Looking For

We are looking for someone who is friendly, dependable, organized, and comfortable working with customers and technicians.

The goal of this position is to keep customers taken care of and the service schedule moving while allowing our technicians and management to focus on their primary responsibilities.

Reports to: Owner / Office Manager

Location: Perrysburg, OH 43551
Email: [email protected]

Pay: $16.00 - $20.00 per hour

Expected hours: 15.0 – 20.0 per week

Benefits:

• Flexible schedule
• On-the-job training

Work Location: In person