Job Title
Overview
The Service Coordinator position is a key role in supporting the Network Service Manager in managing the SquareTrade repair network. This involves coordinating and onboarding new repairers, serving as a support contact for repairers' inquiries, and maintaining accurate records of repairer contracts and documentation.
Key Responsibilities
* Network Management Support: Assist in analyzing data to identify opportunities and gaps in the repair network, and support strategic planning to optimize network coverage and efficiency.
* Quality Assurance: Conduct regular quality checks, reviews, and prepare performance reports, and help implement feedback and improvement plans for repair agents.
* Customer Enquiries: Handle repair-related enquiries and escalations, ensuring timely and effective resolution of customer issues.
* Data and Reporting: Ensure accurate case data collection from repair agents, maintain and update the Solvup system, and assist with preparing regular reports on network performance and key metrics.
* Contracts/Legal: Provide correct and complete data to the contracts team for accurate contract management, and ensure all legal and compliance requirements are met and documented.
* Administrative Duties: Organize quarterly meetings with key OEMs and high-volume repairers, support the compliance team with annual audits of repair centers, and maintain up-to-date records of repairers' public liability insurance and relevant qualifications.
Requirements
The ideal candidate will have minimum 2 years of experience in a customer support or administrative role, with strong organizational and time-management skills, excellent verbal and written communication skills, and proficiency in Microsoft Office Suite (Word, Excel, PowerPoint). A basic understanding of customer service principles and practices is also required.
Benefits
* Paid volunteer day and community involvement.
* Monthly allowances for phone/internet, wellness, and professional development.
* Access to comprehensive mental health resources.
* Inclusive hybrid work model, with a one-off $750 home office set-up allowance.
* Regular company socials to celebrate our collective achievements.
About Us
At SquareTrade, we value diversity and inclusivity in the workplace, and welcome applications from all qualified candidates. We promote equal employment opportunity and aim to create a positive work environment where everyone feels valued and supported.