Service Coordinator

Essential Job Functions/Duties:

• Review customer orders to ensure accuracy and validity.

• Place customer orders using the correct order entry method specified in the Coordinator Training Procedure; follow the Day Plan in the Coordinator Training procedure (i.e. pipeline management, daily dashboard, etc.).

• Solve order issues by identifying the issue and coordinating between the customer, provider, and Move Concierge Sales representative to ensure customer satisfaction and order retention.

• Communicate effectively via phone, email, and SMS with customers from Order Review through Post-Order Installation.

• Make outbound and inbound calls, emails, and texts to customers, providers, and internal Move Concierge employees. 

• Optimize customer experience by serving as the main point of contact for any requests or questions post-order placement.

• Provide a first-class customer experience from order review through post-order installation.

• Demonstrates professionalism in communication to clients, provider partners, and colleagues.

• Reviews the DocuSign case queue to evaluate new orders, ensure accuracy of customer information, and generates DocuSign documents based on Provider requirements.

• Other job duties as assigned and deemed appropriate by management.

Basic Qualifications:

• High school diploma or equivalent.

Other Qualifications:

• Excellent verbal and written communication.

• Ability to make outbound phone calls for 3+ hours a day.

• Ability to work in effectively in Salesforce and a variety of provider entry systems.

• Demonstrated attention to detail and organizational skills; ability to manage multiple-step processes with corresponding tasks completely and accurately under general supervision.

• Demonstrated ability to problem solve through a methodical approach.

• Exhibits strong professionalism in all situations.

• Possess a strong sense of ownership over assigned tasks.

Preferred Qualifications:

• Bilingual preferred.

• Prior order processing experience.

• Prior vendor coordination experience.

Measurable Outcomes:

• First-class customer experience.

• Order retention.

• Effective pipeline management.

• Daily productivity as measured through number of orders pulled from Service queue.

• Call Quality.

Job Summary Details:

• Coordinating all aspects of a customer’s order(s) for various home utilities, security, and automation services.

• Manage all aspects of the customer order: review orders, place orders, solve order issues, and coordinate with Move Concierge’s clients.

Work Environment: Office setting with potential for hybrid model after training.

The information listed above is not a comprehensive list of all duties/responsibilities performed. This job description is not an employment agreement or contract. Management has the exclusive right to alter this job description at any time without notice.

Any physical and mental requirements described in this job description are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.