Customer Service Coordinator

Benefits:

• 401(k)
• 401(k) matching
• Bonus based on performance
• Dental insurance
• Health insurance
• Paid time off

Culligan of Rice Lake Customer Service Coordinator -

Culligan of Rice Lake is a successful, growing company looking for a customer-centric team player who takes pride in their work, enjoys troubleshooting, and wants to be rewarded for performance-not just hours worked. We have a great team that watches out for each other to ensure they always feel supported so they can perform at their highest level. We are looking for someone who will complement the positive work culture we have created and enhance the culture we already have.

Job Summary The Culligan of Rice Lake Customer Service Coordinator is a primary point of contact for customers, responsible for providing exceptional service, resolving inquiries, and ensuring a positive customer experience. This role requires strong communication skills and the ability to multitask in a fast-paced environment, acting as a liaison between customers and various internal departments, including service, installation, and sales. The Culligan of Rice Lake Customer Service Coordinator supports the service team's efforts by managing administrative tasks, coordinating service activities, and ensuring a seamless process from appointment generation to service appointment completion. This role involves close collaboration with service technicians and other departments to track performance, manage customer data, and enhance overall service efficiency and customer satisfaction.

Key Responsibilities & Duties

• Customer Interaction: Respond promptly to customer inquiries via phone, email, text, and in-person interactions, addressing concerns and providing accurate information about products and services.

• Scheduling & Coordination: Schedule service appointments, installations, and product deliveries, coordinating efficiently with the service and operations teams to optimize routes and ensure timely service.

• Account Management: Set up and maintain accurate customer accounts and documentation, including contact details, service history, and communication records.

• Order & Payment Processing: Accurately process orders, payments, invoices, and any necessary adjustments or credits to customer accounts.

• Problem Solving: Identify, troubleshoot, and resolve customer problems effectively, referring complex or unresolved grievances to designated departments for further investigation.

• Lead Management: Manage inbound service leads, qualify them, and assign them to the appropriate service team representatives, ensuring timely follow-up and accurate tracking in the CRM system.

• Scheduling & Coordination: Schedule service appointments and follow-up visits, coordinating the flow of information between sales, service, and installation teams.

• Customer Relations: Serve as a liaison between sales representatives and clients to ensure effective communication, resolve inquiries, and support post-sale customer satisfaction efforts.

• Marketing Collaboration: Assist in executing marketing programs, gathering data/feedback, and identifying best practices to generate new sales leads.

What We're Looking For

Qualifications & Skills

• Experience: 2+ years of experience in administrative duties, inside sales, or customer service (preferred).

• Education: High school diploma or GED required; Associate's or Bachelor's degree in a related field is a bonus.

• Technical Skills: Proficient in Microsoft Office (Word, Excel, PowerPoint, Outlook) and familiar with CRM software and sales tracking tools. Willingness to become proficient with Service Titan the company’s primary business software tool.

• Core Competencies: Excellent communication (written and verbal), interpersonal, and problem-solving skills. Strong organizational abilities and attention to detail are crucial. Excellent communication and problem-solving abilities.

• Attributes: Empathetic, patient, resilient, and able to adapt in a dynamic environment while maintaining a professional and positive attitude. Proactive, self-motivated, a team player, and adaptable to new processes and technologies. Capable of working independently while collaborating effectively with a team.

Schedule and Compensation

• Our office team works 4-10's. Monday and Tuesday, all staff are onsite. We then rotate a day off Wednesday, Thursday, and Friday for each person weekly.
• Our compensation package has three components. Base Pay, Commissions, and Performance Pay.
• Base Pay starts at $18/hr. Upon the completion of required training programs, a pay raise will be earned. By the end of the 3-month probationary period, if all training programs have been completed successfully, the base pay rate will be $21/hour. Training and pay increases continue through the first year and a half.
• Commissions include referrals and sold products in the office.
• Performance Pay is a monthly bonus if certain KPI's are being met.