Service Coordinator

Job Description

Job Description

The Service Coordinator answers calls and emails from customers, schedules product installation and service calls, proactively performs outreach to customers to inform of additional product sales and service offerings, solicits sales and administers the customer account.

Compensation : Non-exempt hourly pay based on experience. OT and Performance Bonus eligible.

Travel : None

Location : Kinetico Retail Store, Canal Winchester, OH

Key Responsibilities :

• Schedules product installations and service calls. Ensures documentation provided to the Service Technician is complete with all information necessary to service the customer.
• Answers incoming calls and emails, assesses customer needs, and selects appropriate course of action based on established procedures.
• Contacts current customers by phone or in writing to offer ancillary services such as filter changes, resin changes, or salt sales and prepares out of warranty letters to solicit interest in product or service upgrades.
• Logs calls and email conversations with customers into CRM and performs to various metrics.
• Maintains product installation and warranty information within the applicable database.
• Performs counter sales and assists customers with the purchase of products sold in the retail store.
• Performs workorder completion after confirming pricing and sales information.
• Provides back-up support as needed to other in-house sales and service-related employees and assists the Technicians as required to ensure satisfactory customer service.
• Maintains a clean and safe work and retail environment.

This list of responsibilities is not exhaustive. Other duties may be required to be undertaken which fall within the scope and general level of responsibility attached to the role.

What you will need to succeed :

Education & Qualifications :

• High School Diploma is required; an associate degree is preferred.
• 3-5 years’ experience working in a customer service-oriented role.
• Experience with Salesforce preferred.
• Must be professional, show initiative, multi-task, and work in a fast-paced environment.
• Must have a strong work ethic, be self-motivated, goal oriented, and have above average organizational and time management skills.
• Must be able to prioritize and be flexible to change priorities as needed.
• Must have a proven customer-centric focus; understand customer service, and the value of creating a positive experience for the customer.
• Must be comfortable making cold calls to customers and developing leads.
• Must have strong interpersonal, written, grammar, and verbal communication skills.
• Must have experience with Microsoft Office Suite, including proficient abilities with Word and Excel.
• Must be dependable and have integrity.
• Must have knowledge of business, administrative, and clerical procedures, and systems.

Physical Effort and Work Environment

• Frequent standing, walking, bending, pushing and reaching
• Frequent lifting of up to 50 pounds and maneuvering up to 100 pounds with a dolly
• Frequently exposed to oil and noise
• Exposure to heat or cold due to seasonal changes

Why Join Kinetico :

• Medical, Dental, Vision and Prescription Drug Insurance Coverage
• Employer Provided Life Insurance, Short-Term and Long-Term Disability Benefits
• 401(k) Contribution Matching Program
• Employer Funded Defined Contribution Plan
• Paid Vacation, Holidays and Community Service Volunteer Time-off Benefit
• Wellness Program
• Educational Assistance Reimbursement Program

Our Commitment and Difference :

Founded in 1970, Kinetico pioneered the development of non-electric, fully automatic water treatment systems. In the years since, we have grown into a global company of independent Kinetico water experts and international distributors serving more than 100 countries.

We offer complete water systems that deliver only the highest quality water for general use and drinking. We back every piece of our equipment with industry-leading warranties.

Our approach reflects our deep commitment to preserving and conserving fresh water, one of our planet's most precious and endangered natural resources.

Kinetico Incorporated is an Equal Employment Opportunity (EEO) employer and does not discriminate on the basis of race, color, national origin, religion, gender, age, veteran status, political affiliation, sexual orientation, marital status or disability (in compliance with the Americans with Disabilities Act*), or any other legally protected status, with respect to employment opportunities.

E-Verify : We verify the identity and employment authorization of individuals hired for employment in the United States.