Member Care Service Coordinator

Summary

The Service coordinator ensures all field service work orders are confirmed, scheduled, and closed out on a daily basis. In addition, the Service Coordinator assists with auditing the performance of the Independent Service Providers to maintain 48hr Cycle time and helps assist when out in the field via phone call.

Essential Duties And Responsibilities

• Coordinate work order activity within territory by communicating with Service Providers to maintain the required 48hr Response and Cycle Time.
• Provide timely updates of service status on all open work orders.
• Effectively communicate with supervisor and Service Providers on all customer service issues.
• Provide daily updates to Service Providers of delivery ETA’s or delays to open and dispatched Work Orders.
• Process parts orders related to the work order and any necessary credits that pertain to the service provider within assigned region.
• Update database of both service and delivery delays with ETA’s and action notes.
• Escalate to management critical open Work Orders, delinquent Service Providers, and field service dissatisfaction.
• Actively pursue customer feedback and conduct formal quality audits for territory to ensure customer satisfaction and consistent high-quality service support.
• Maintain intimate knowledge of contractual obligations to customers, dealers, and authorized third party service organizations within the assigned territory in order to properly respond and fulfill the obligations of the agreements.
• Review warranty claims and database to ensure claims are proper and not excessive.
• Perform required audits and report to management to monitor service process and control claim integrity.
• Understand warranty claim processing systems as they relate to product performance characteristics, product repair, and service techniques.
• Provide timely support to internal staff, service technicians, customers, and sales staff.
• Build a relationship, communication, and accountability with all Service Providers in assigned territory.