ABOUT THE ROLE

The production service team ensures customer issues are addressed to the customer’s satisfaction in a timely manner in accordance with Cavco warranties and commitments. Ensuring ongoing customer loyalty and brand support is a key driver of production service team success.

The Service Coordinators provide logistical and administrative support to customer services representations, service technicians, and service manager to facilitate customer issue tracking, triage, and remediation. This role Works independently executing non-complex specific process steps under continuous quality review and coaching as needed.

ESSENTIAL DUTIES & RESPONSIBILITIES

· Enters and tracks service work orders and ensures account information and recorded data is accurate.

· Assists with development and coordination of daily workforce plans to maximize customer service and employee efficiency.

· Processes customer orders and monitors and updates customer information.

· Responds to customer inquiries and requests.

· Generates reports on open orders to facilitate their completion up to and including invoicing.

· Interviews customers to obtain information and explain available services.

· Coordinates customers' service needs with other departments as required to ensure customer service.

· May solicit sale of new or additional services or products.

· May obtain credit records from credit reporting agency.

· May visit customers' premises to obtain order or resolve customer problems.

MINIMUM QUALIFICATIONS

· Requires a high school diploma or its equivalent.

· Working as a Customer Service Coordinator typically requires 1-3 years of related experience.

· May be entry level if some experience in the skill.

· Works under moderate supervision.

COMPETENCIES EXPECTED IN THIS ROLE

Core to All Employees

Customer focus Knowing the (internal and external) customer business needs and acting accordingly; anticipating customer needs, and giving high priority to customer satisfaction and customer service.

Empathy Showing interest in other people's feelings, attitudes, and reasoning.

Teamwork Working as a productive member of a cohesive group toward a common goal, and contributing to team development and effective team dynamics.

Continuous learning Actively and continuously gaining insight of strengths and weaknesses in order to identify the relevant areas that need further development (with regard to skills and knowledge) and acting upon it.

Integrity Upholding generally accepted social and ethical standards in job-related activities and behaviors.

Results Orientation Being persistent and showing perseverance on achieving concrete and tangible results out of personal responsibility; getting optimum results from situations and being ready to take action and show tenacity in case of obstacles or resistance.

Competency Focus for Technical Individual Contributor Roles

Attention to Detail Taking responsibility for a thorough and detailed method of working.

Planning and Organizing Setting priorities and defining actions, time, and resources needed to achieve predefined goals.

Problem solving Having the ability to identify problems and issues of varying complexities and to find effective solutions with few guidelines.

Technical Expertise and Usage Acquiring and applying technical skills and functional knowledge in an area of specialty.

Adaptability Maintaining effectiveness in reaching set goals by adapting to changed circumstances, tasks, responsibilities, and people.