A service coordinator works for a retail organization, areal estate agency, a marketing firm, or nonprofit organization, and is responsible for overseeing client and customer needs. The job description of a service coordinator involves managing a staff of service employees, resolving client issues and customer complaints, and ensuring that the company’s positive image and reputation remains intact.
A service coordinator recruits and trains customer service employees, manages the employee schedule, oversees daily employee interactions with customers, handles any complaints or questions, and reports to the store or company manager as necessary.
Essential Duties and Responsibilities of a Service Coordinator
- Recruits and trains customer service or human resources employees.
- Manages employee schedule.
- Acts as liaison between clients and company.
- Answers client and customer questions.
- Addresses and resolves any issues and complaints.
- Reports problems and unresolved issues to manager or director.
- Writes up reports of client and customer activity or complaints.
- Presents reports to company director or manager.
- Devises ways to improve customer service and client relationships.
- Schedules meetings with prospective and existing clients.
- Meets with clients in person when working for a larger company such a marketing firm.
- Travels locally for client visits or marketing pitches.
- Assists customers in a retail setting.
- Promotes company products and services.
- Assists associates and account executives in closing sales and bringing in new clients.
- Assists in designing new promotional materials.
- Researches consumer base to better serve the needs of the target demographic.
- Works with marketing and PR department to handle any media appearances.
Required Knowledge, Skills and Abilities
- Demonstrates excellent interpersonal skills.
- Possesses detailed knowledge of company goals, products, and services.
- Exhibits strong organizational skills.
- Exhibits ability to think creatively and analytically.
- Demonstrates strong leadership skills.
- Is capable of remaining patient and calm when dealing with frustrated customers or clients.
- Works well with a team.
- Demonstrates ability to use Microsoft Office Suite.
- Is willing and able to travel for client meetings.
- Is capable of conducting independent research.
- Maintains professional but friendly and outgoing demeanor.
- Demonstrates strong problem solving skills.
- Possesses strong persuasive skills.
- Is able to multi-task effectively.
Education and Experience
Service coordinators hold at minimum a high school diploma or GED, and most also hold an Associate’s Degree or Bachelor’s Degree in their respective field of employment. Coordinators are also expected to have previous work experience in customer service or client relations, specifically in their field.
A service coordinator spends time in an office setting, logging client and customer data as well as drawing up reports. Time is also spent on a sales floor or a job site, depending on the industry in which the coordinator works. Service coordinators may also travel to meet with clients. Workweeks are generally 40 hours, though some overtime or nontraditional hours may be necessary, particularly for client meetings.
The average salary for a service coordinator is approximately $40,000 per year. Salaries can range from $30,000 to $70,000 per year depending on the company and the coordinator’s years of work experience. The most experienced and established service coordinators at high profile and lucrative companies can make close to $100,000 per year.