Service Coordinator

About RapidFire Safety & Security

RapidFire Safety & Security is a leading provider of fire life safety and security solutions, earning customer trust by delivering exceptional value through strategic acquisitions, allowing us to drive organic growth in every market through the excellence of our teammates.

Job Summary

We are seeking a Service Coordinator who will take ownership of the service workflow from intake through completion. This role is responsible for managing the service board, prioritizing urgent customer requests, coordinating resources, and serving as the primary point of communication between customers, technicians, and internal teams to ensure timely, efficient, and high-quality service delivery.

Responsibilities

· Own and actively manage the service board, ensuring service requests are accurately entered, prioritized, assigned, and tracked through completion.

· Triage incoming service requests and prioritize urgent customer needs to ensure timely response and resolution.

· Serve as the primary point of contact for customers, providing proactive communication regarding service status, scheduling, and issue resolution.

· Provide prompt and accurate information to customers regarding service options, pricing, and scheduling.

· Schedule and dispatch technicians based on priority, skillset, availability, location, and customer requirements.

· Drive service requests from intake through completion, ensuring all work is completed within established timelines and customer expectations.

· Communicate job details, scope changes, customer requirements, and priority updates to technicians and relevant stakeholders.

· Monitor technician progress throughout the day and adjust schedules as necessary to address changing priorities and maximize operational efficiency.

· Follow up on open service requests, outstanding issues, and customer concerns to ensure prompt resolution and customer satisfaction.

· Maintain accurate records of customer interactions, service requests, technician actions, and job outcomes.

· Take ownership of resolving service-related issues by collaborating with customers, technicians, vendors, and internal departments.

· Coordinate the procurement and availability of parts, equipment, and materials required to complete service requests.

· Identify bottlenecks and opportunities for process improvement within service operations and recommend solutions that enhance efficiency and customer experience.

· Participate in meetings and training sessions to stay informed of products, technologies, procedures, and industry trends.

· Perform other duties as assigned.

Knowledge, Skill & Other Requirements

· Excellent communication and interpersonal skills.

· Strong organizational and multitasking abilities.

· Ability to work under pressure and meet tight deadlines.

· High school diploma or equivalent; relevant certifications as NICET or associate degree is a plus.

· Proven experience in a similar role, preferably in a service-oriented industry.

· Proficiency in using computer software and databases.

· Knowledge of service management software or CRM systems is preferred.

· Must be legally authorized to work in the United States.