Position Overview
Unlimited Service Group is seeking a highly organized and customer-focused Service Operations Coordinator to support the coordination of commercial equipment service operations across multiple service regions. This fully remote position plays a vital role in ensuring exceptional customer experiences by coordinating service requests, scheduling activities, maintaining work order accuracy, and serving as a communication hub between customers, service providers, and internal operations teams.
The ideal candidate is detail-oriented, thrives in a fast-paced environment, and enjoys improving operational efficiency while delivering outstanding customer support.
Key Responsibilities
Service Operations Coordination
- Coordinate incoming service requests from commercial customers through phone, email, customer portals, and web-based systems.
- Monitor service workflows to ensure work orders progress efficiently from request through completion.
- Assist in assigning service requests to the appropriate service partners based on availability, location, and service requirements.
- Track service progress and proactively communicate status updates to customers and internal stakeholders.
Scheduling & Work Order Management
- Schedule service appointments, follow-up visits, preventive maintenance, and equipment inspections.
- Maintain accurate work orders, customer records, scheduling information, and service documentation.
- Monitor appointment changes and coordinate schedule adjustments due to customer needs or operational priorities.
- Ensure all service records are complete, organized, and updated within internal systems.
Customer Support
- Serve as the primary non-technical point of contact for customer inquiries regarding service scheduling, appointment status, and administrative requests.
- Provide timely updates throughout the service process while maintaining a high level of professionalism.
- Resolve routine service coordination issues and escalate technical or contractual matters to the appropriate departments.
- Conduct follow-up communications to ensure customer satisfaction after service completion.
Administrative Operations
- Generate operational reports, scheduling summaries, and service performance metrics.
- Maintain CRM, service management platforms, and electronic customer files.
- Prepare customer communications, service confirmations, and operational documentation.
- Assist with process documentation and continuous improvement initiatives.
Cross-Functional Collaboration
- Collaborate with customer service representatives, dispatch teams, vendor partners, field technicians, and operations leadership.
- Coordinate communication between departments to support efficient service delivery.
- Participate in workflow optimization projects that improve response times and customer satisfaction.
- Support additional administrative and operational projects as assigned.
Qualifications
Required
- High school diploma or equivalent.
- Minimum 2 years of experience in customer service, service coordination, scheduling, dispatch, logistics, operations support, office administration, facilities services, or administrative support.
- Excellent verbal and written communication skills.
- Strong organizational, multitasking, and problem-solving abilities.
- Ability to prioritize multiple service requests while maintaining attention to detail.
- Ability to work independently in a fully remote work environment.
- Proficiency with Microsoft Office, Google Workspace, CRM software, scheduling systems, work order management platforms, and virtual collaboration tools.
Preferred
- Associate's or Bachelor's degree in Business Administration, Operations Management, Communications, Supply Chain Management, or a related field.
- Experience supporting field service operations, commercial equipment service, facilities management, maintenance coordination, logistics, or customer success.
- Familiarity with field service management software, dispatch platforms, CRM systems, or ERP solutions.
- Previous experience coordinating remote teams or service providers.
- Previous remote work experience.
Core Competencies
- Service operations
- Scheduling and coordination
- Customer service
- Work order management
- Communication
- Organization
- Time management
- Problem-solving
- Collaboration
- Attention to detail
Pay: $25.46 - $30.66 per hour
Benefits:
- 401(k)
- Flexible schedule
- Health insurance
- Paid time off
- Professional development assistance
- Work from home
Work Location: Remote
