Service Coordinator

Love what you do at Kinetico Kinetico believes in treating its employees with respect. They play a vital role in enabling our innovation, growth and success. We strive to provide them with opportunities to grow in a motivating environment. To view positions currently available at Kinetico, click the button below. Job Description: Purpose: The Service Coordinator works directly with customers, fulfillment partners, and internal departments by phone or email, schedules product installation/service calls/water testing, proactively performs outreach to customers to inform of additional product and service offerings, and administers customer accounts in accordance with established service levels and standards. Key Areas of Responsibility: Coordinates product installations, service calls, and water testing. Ensures proper communication and documentation of customer needs to Service Technicians and/or fulfillment partners. Answers incoming calls and emails, assesses customer needs, and selects appropriate course of action based on established procedures. Serve as a primary representative on behalf of Kinetico to customers, contractors, business partners, and internal teams to ensure cooperation and a high level of customer service. Logs customer interactions, transactions, cases, and opportunities into CRM and performs to various metrics. Maintains product installation and warranty information within applicable software/database. Performs work order completion after confirming pricing and sales information. Occasional other duties and backup of other roles as assigned. Key Performance Indicators Accurately and confidentially manages all customer service information. Work is professional, timely, and of good quality. Key Challenges and Decisions Balance day-to-day process work with pro-active outreach to current and new customers in offering various services. Manage competing priorities and meet customer expectations. Collaborate effectively with both those external and internal to Kinetico. Appropriate assessment of customer service needs and selection of best solution from established procedures. Job Knowledge, Skills, and Experience: Required: High School Diploma/GED Required: 3+ years’ experience working in a customer service-oriented role Preference: Associate’s degree Preference: Experience with Salesforce Ability to learn Enterprise Resource Planning and Customer Relationship Management software Ability to prioritize and change priorities as needed. Must have a proven “customer-centric” focus; understand customer service, and the value of creating a positive experience for the customer. Must have strong interpersonal, written, grammar, and verbal communication skills. Must have experience with Microsoft Office Suite, including Word and Excel. Must have knowledge of business, administrative, clerical procedures, and systems. Why Join Kinetico: Medical, Dental, Vision and Prescription Drug Insurance Coverage Employer Provided Life Insurance, Short-Term and Long-Term Disability Benefits 401(k) Contribution Matching Program Employer Funded Defined Contribution Plan Paid Vacation, Holidays and Community Service Volunteer Time-off Benefit Wellness Program Educational Assistance Reimbursement Program Our Commitment and Difference: Founded in 1970, Kinetico was started by two engineers who pioneered the development of non-electric, fully automatic water treatment systems. Evolving from the Tangent Company, a small consulting design firm, Kinetico soon became a global organization of independent dealers, international distributors representing nearly 100 countries. Through the dedication of its founders, employees and distribution network, Kinetico has experienced tremendous success. The company has grown from a two-man, creative undertaking into a strong and dynamic organization. Innovative technology and a strong commitment to customer satisfaction have distinguished the company and positioned Kinetico as a leader in today’s ever-changing water treatment industry manufacturing water softeners, along with a wide range of systems that improve water quality for general use, as well as those that provide high-quality drinking water for consumption. Kinetico products are Third Party certified to confirm quality and performance and complimented by the most comprehensive warranties in the industry. Kinetico is part of the Axel Johnson Group of companies, a global organization and fifth generation company that continues to be successful in developing leading businesses. Kinetico Incorporated is an Equal Employment Opportunity (EEO) employer and does not discriminate on the basis of race, color, national origin, religion, gender, age, veteran status, political affiliation, sexual orientation, marital status or disability (in compliance with the Americans with Disabilities Act*), or any other legally protected status, with respect to employment opportunities. E-Verify: We verify the identity and employment authorization of individuals hired for employment in the United States. Apply To This Job