Service Coordinator, RbA

About Waunakee Remodeling

• At Waunakee Remodeling, we're not just transforming homes-we're creating spaces where memories are made and dreams come true. As a leader in our industry, we take pride in our craftsmanship, dedication to quality, and commitment to exceeding client expectations. Since 1977, we have been growing into the premier residential remodeling company in South Central Wisconsin and we are seeking a talented Project Manager to join our passionate team and contribute to our continued success.

Job Summary

• The Service Coordinator is responsible for delivering an exceptional customer experience by serving as a primary point of contact throughout the service and warranty process for our custom-made and expertly installed RenewalbyAndersen windows and doors. This role coordinates customer communications, addresses service concerns, schedules and facilitates service solutions, and ensures timely follow-up on customer needs. The ideal candidate is organized, customer-focused, and skilled at managing multiple priorities while maintaining professionalism, accuracy, and a commitment to outstanding service.

Primary Duties and Responsibilities

• Deliver an exceptional customer experience by communicating with customers through phone, email, and other communication platforms throughout their service journey.
• Proactively educate customers, team members, and colleagues on warranty processes, service expectations, and available solutions.
• Respond to and resolve customer inquiries by clarifying concerns, diagnosing issues, and coordinating appropriate service solutions.
• Manage a variety of customer service requests ranging from routine inquiries to more complex situations while maintaining a professional, customer-focused approach.
• Follow established processes, procedures, and service standards while adapting to updates and process improvements.
• Effectively prioritize and manage multiple responsibilities, including inbound and outbound communications, customer follow-ups, administrative tasks, and other assigned duties.
• Communicate clearly, professionally, and promptly with customers and internal team members to ensure a seamless service experience.
• Maintain current knowledge of company services, processes, and best practices to provide accurate information and support.
• Support team goals and contribute to continuous improvement efforts while performing other responsibilities as assigned

Education and Experience

• High School Diploma or equivalent required.
• At least 1 year of customer service experience required with work done over the phone and via computer.

Work Environment

• This is an onsite position where physical demands and working conditions are typical to those of an office environment. Position could offer remote work for the right candidate.
• This is a full-time position working an average of 8 hours per day between the hours of 6:30am and 4:30pm, Monday through Friday.
• Strong communication, interpersonal, and customer service skills, with the ability to build positive relationships and clearly explain information to customers and team members.
• Proficiency with Microsoft Office Suite (Word, Excel, and PowerPoint) and the ability to quickly learn and effectively utilize company software and technology platforms, including rForce.
• Demonstrated ability to work independently, manage multiple priorities, and successfully complete tasks with minimal supervision.
• Strong critical thinking, problem-solving, and decision-making skills, with the ability to assess customer needs and provide solutions.
• Highly organized, adaptable, and detail-oriented, with the ability to thrive in a fast-paced environment while maintaining a high level of professionalism and customer focus.
• Commitment to delivering an exceptional customer experience through responsive service, sound judgment, and a proactive approach to resolving customer concerns