Service Coordinator

RWC Group is looking for an organized, dependable, and customer-focused Service Coordinator to support our Service team. In this role, you'll work closely with Service Managers, Service Advisors, Technicians, and customers to help manage work orders, technician time, billing information, service records, and day-to-day administrative needs.

 

At RWC Group, we're one of the largest commercial truck and bus dealership groups in the Western United States, with approximately 900 employees across Arizona, California, Oregon, Washington, and Alaska. Every day, our Service Managers lead the teams that keep customers on the road by delivering safe, high-quality repairs, exceptional customer service experiences, and operational excellence.

 

As a family-owned company, we value the things that make a family successful: Commitment, compassion, hard work, a unified vision, and a desire for each other to succeed. RWC Group is committed to the long-term development of our family members.

 

What We Offer

• Medical, Dental & Vision Insurance

• 401K Plan, Plus Match

• Paid Holidays, Vacation and Sick Days

• Competitive wages

• Excellent Growth opportunities

• Paid Training

• Family owned and operated

• Long term job security

• Health and wellness

• Discounts on products and services

 

POSITION OVERVIEW: The Service Coordinator is charged with establishing strong working relationships and constant effective communication with customers.

 

DUTIES & RESPONSIBILITIES

• Establish solid working relationships with RWC Group service customers.

• Constant, effective communication with customers by phone, email, or in person.

• Become familiar with customers specific fleet to better understand their needs.

• Schedule customers for service.

• Create daily, weekly, monthly reports as required.

• Understand, communicate, and evaluate all warranty procedures.

• Become the internal customer advocate ensuring timely and completed repairs.

• Answer incoming calls in a prompt, polite, professional manner, transferring them to the appropriate person or department.

• Generate phone calls to customers regarding services received, report feedback to manager.

• Make outgoing calls to customers to schedule services.

• Identify and assess customers’ needs to achieve satisfaction, provide information to manager.

• Cashier duties

• Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution

• Keep records of customer interactions and file documents

• Go the extra mile to engage customers

• Inform customers of deals and promotions

• May include special projects & assignments

• Other duties as assigned by management.

 

KNOWLEDGE REQUIREMENTS: The knowledge requirements described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

Qualifications/Special Skills:

• High school diploma or GED

• Must have a strong sense of commitment to the customer.

• Excellent customer service skills

• Cash handling experience required

• Experience handling multiple phone lines

• Have the ability to multi-task

• Have excellent time-management skills

• Must conduct his/herself in a professional manner.

• Computer skills including data entry, Outlook, and Word.

• Strong written and verbal communication skills. Ideal candidate will have the following work styles:

• Being pleasant with others on the job and displaying a good-natured, cooperative attitude

• Being responsible, dependable, and able to fulfill obligations

• Attention to detail

• Great organizational, interpersonal, communication skills.

• Outgoing personality, team player, strong sense of commitment and great at developing relationships.

 

ACKNOWLEDGEMENT:  This is not necessarily an exhaustive list of responsibilities, skills, duties, requirements, efforts, or working conditions associated with this position. While this list is intended to be an accurate reflection of the current position, RWC Group reserves the right to revise the functions and duties of the job to require that additional or different tasks be performed or further education required when circumstances changes (such as: growth, work load, changes in personnel, technological developments, etc.).This job description is not a contract of employment, and either the employee or the employer may terminate the employment relationship at any time for any reason. RWC Group has the right to revise this job description at any time.