Service Experience Coordinator

About the role

The Service Experience Coordinator is the first voice and face our clients meet at Louisville Low Voltage. You'll own the service desk from the first call to the final invoice: taking requests, scheduling and dispatching technicians, following up after every visit, and keeping recurring contracts accurate and paid.

Most of your day sits with our service team. The rest is about making sure every client walks away feeling heard, informed, and taken care of. If you're organized, calm under pressure, and genuinely enjoy helping people, this role is built for you.

Reports to: Operations Director · Location: Louisville, KY (on-site) · Type: Full-time

Customer & Client Communication

• Serve as the main point of contact for all incoming calls, emails, and inquiries, answering promptly and professionally.
• Route calls and requests to the right person or department, and make sure nothing falls through the cracks.
• Own complaint resolution from first contact to close: listen, document, escalate when needed, and follow through until the client is satisfied.
• Keep clients informed on the status of their service requests, technician arrival times, and next steps.
• Represent Louisville Low Voltage with a warm, professional presence that reflects our standard of service.

Service Scheduling & Dispatch

• Enter every service request as a ticket, gathering the client's equipment history, site details, and prior service notes so technicians can troubleshoot quickly.
• Triage requests to determine which can be resolved remotely and which need an onsite visit.
• Coordinate with the service team to build schedules that make the best use of technician time, grouping calls by location and priority.
• Dispatch technicians to onsite calls and adjust the schedule as urgent requests come in.
• Follow up with clients after each service call to confirm the issue was resolved and they're happy with the result.
• Send customer satisfaction surveys and follow up on responses.

Service Billing & Recurring Contracts

• Create and send service invoices promptly once each service call is complete.
• Manage all recurring subscription contracts: set up new recurring invoices, onboard new accounts, and close out cancelled ones.
• Audit recurring contracts on a regular schedule to confirm pricing, coverage, and client information are accurate.
• Coordinate with the sales team on price increases, contract renewals, and changes to client information.

Cross-Department Collaboration

• Act as the link between clients, the service team, sales, project management, and accounting so everyone has the information they need.
• Pass along upsell and upgrade opportunities spotted during service calls (aging equipment, expanded coverage needs) to the sales team.
• Work with project managers to hand off newly installed clients into service smoothly.
• Partner with accounting on billing questions, collections, and account reconciliation.

Feedback & Data

• Track and report on survey results, response times, ticket volume, and recurring issues.
• Spot trends in client feedback and service requests, and share them with leadership to improve our processes.
• Keep client records, equipment histories, and ticket notes accurate and up to date in our systems.
• Suggest improvements to scheduling, communication, and billing workflows based on what the data shows.

Team Guidance

• Help technicians stay on track by sharing schedules, client expectations, and ticket details before each call.
• Document and maintain service desk procedures so the process is clear, consistent, and easy to train on.
• Train and support other team members who cover the phones or service desk as backup.
• Model the professional, client-first communication style we want across the company.

What We're Looking For

Required

• 2+ years in customer service, dispatch, scheduling, or office coordination.
• Clear, friendly communication by phone, email, and in person.
• Strong organization and the ability to juggle many requests without losing track.
• Comfort with service ticketing, CRM, and invoicing software like QuickBooks, plus Google Workspace.
• A problem-solver's mindset and the patience to handle frustrated clients with care.

Nice to have

• Experience in low voltage, security, AV, IT, or another field service industry.
• Familiarity with recurring billing, subscription contracts, or accounts receivable.

What Success Looks Like

• Clients get a fast, friendly response and always know where their request stands.
• Technicians arrive prepared, with full equipment history in hand.
• Invoices go out on time and recurring accounts stay current.
• Leadership has clear data on service performance and client satisfaction.

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Pay: $19.00 - $20.00 per hour

Expected hours: 40.0 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• On-the-job training
• Paid time off
• Vision insurance

Work Location: In person