Service Coordinator II

Role Overview

• Own the lifecycle of service requests requiring site visits, from intake through scheduling and readiness for execution.
• Triage incoming cases from Technical Support and determine next steps, including validation of scope and service needs.
• Define and validate scopes of work for internal Field Service Technicians and external service partners, ensuring clarity and completeness prior to dispatch.
• Select appropriate service resources based on scope, location, cost, and partner performance, optimizing for both efficiency and quality.
• Manage service queues and case pipelines within Salesforce, maintaining data accuracy and ensuring all requests progress within defined timelines.
• Maintain proactive communication with customers regarding scheduling, delays, and next steps, ensuring a high-quality service experience.
• Review and approve partner quotes and invoices, ensuring alignment with scope of work and cost expectations.
• Monitor job progress and follow up on open or delayed work orders, escalating risks to timelines, quality, or customer satisfaction as needed.
• Collaborate with Field Service, Supply Chain, Engineering, and other internal teams to resolve blockers and ensure successful job execution.
• Support partner performance management by providing feedback, identifying recurring issues, and contributing to partner reviews.
• Conduct root cause analysis on service issues and recurring failures, documenting insights and contributing to process improvements.
• Identify workflow inefficiencies and suggest improvements to processes, tools, and coordination practices.

Requirements

• BS/BA is preferred.
• 2+ years of experience in a service coordination, operations, or customer support role in a high-volume environment.
• Strong organizational and time management skills, with the ability to manage multiple service requests simultaneously.
• Ability to make decisions under ambiguity, balancing speed, cost, and customer impact.
• Customer-first mindset with strong communication skills, both written and verbal.
• Experience working with CRM or service management platforms (Salesforce preferred).
• Attention to detail, particularly in scope validation, scheduling accuracy, and cost control.
• Ability to work cross-functionally and manage multiple stakeholders, including external service partners.
• Proactive, resourceful, and comfortable operating in a fast-paced, evolving environment.
• Experience in residential solar, construction, or field service operations is preferred.
• Familiarity with service partner networks and contractor-based service models is preferred.
• Spanish proficiency is a plus.

Benefits

• unlimited PTO
• medical coverage
• dental coverage
• vision coverage
• paid parental leave
• retirement plans