Service Coordinator / Order Desk Agent

Company: Reflect Window & Door Location: Edmonton, Alberta Job Type: Full-Time, Permanent Schedule: Monday to Friday, 8:00 AM – 5:00 PM Work Location: In Person – Front Desk Position Company Overview Reflect Window & Door has proudly served residential and commercial customers in Edmonton for more than 41 years . We specialize in glass, windows, doors, hardware, mirrors, custom showers, and onsite residential and commercial service. We are seeking an organized, customer-focused Service Coordinator / Order Desk Agent to join our team. This is a front desk position and will be one of the primary points of contact for customers entering our business. The successful candidate must be comfortable greeting and assisting walk-in customers while also managing telephone calls, emails, service scheduling, customer orders, and administrative responsibilities. This position combines service department coordination, order desk responsibilities, customer service, scheduling, and administrative support. Strong multitasking and customer service skills are essential. Responsibilities and DutiesFront Desk & Walk-In Customer Service Provide professional front desk coverage throughout the workday. Greet and assist walk-in customers promptly and professionally. Determine customers' needs and assist with window, door, glass, hardware, and replacement part inquiries. Assist customers with placing orders and obtaining product information. Direct customers to the appropriate department or team member when required. Answer incoming telephone calls and respond to general customer inquiries. Maintain a professional and organized front desk and customer service area. Balance walk-in customer needs with incoming telephone calls, emails, scheduling, and order desk responsibilities. Provide a positive and professional first point of contact for customers visiting Reflect Window & Door. Service Coordination Coordinate and schedule service calls, estimates, installations, and appointments. Manage service schedules and assist with organizing technicians' daily workloads. Confirm appointments with customers and communicate scheduling changes as required. Review incoming service requests and ensure all necessary customer and job information is collected. Communicate with customers regarding appointments, estimates, job status, scheduling, and follow-up requirements. Coordinate between customers, service technicians, management, and other departments to keep jobs moving efficiently. Monitor outstanding service jobs and initiate follow-up when required. Assist with preparing and maintaining service documentation, work orders, customer information, and job files. Ensure technicians have the necessary job information before scheduled appointments. Follow up on completed service calls when additional work, parts, estimates, or customer communication is required. Escalate service issues or customer concerns to the appropriate manager when necessary. Order Desk & Customer Service Respond to customer inquiries by telephone, email, and in person. Assist customers with window, door, glass, and hardware inquiries. Process customer orders accurately and efficiently. Assist customers with identifying appropriate replacement parts and products based on the information provided. Provide product availability, pricing, and general order information. Prepare quotes and estimates when required. Follow up on outstanding quotes, orders, backorders, and customer requests. Communicate order status and product availability to customers. Provide professional customer service and assist with resolving routine customer concerns. Work closely with the Parts Department, Service Department, and management to ensure customer requests are handled efficiently. Administrative Support Monitor and manage Outlook emails and ensure inquiries are directed or responded to promptly. Organize and maintain electronic and physical files. Respond to routine inquiries and correspondence. Provide …

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