Senior Service Coordinator

2 weeks ago

Ontario, Canada Polaron Solartech Corp. Full time

As a Senior Service Coordinator, you'll hold a pivotal role in managing inter-company service teams and contractor groups, ensuring impeccable communication and execution of service requirements. Your responsibilities encompass overseeing service inquiries, coordinating solutions to prevalent issues, managing service-related communications, and fostering collaboration across various departments within the company. Your expertise in photovoltaic theories and adeptness with our devices will enable you to generate comprehensive packing lists for repair tasks and meticulously review service outcomes, approving costs where necessary. Moreover, you'll actively facilitate insurance inquiries, assist customers, and efficiently handle warranty claims with manufacturers.
Key Responsibilities:
Human Resource Management: Effectively communicate team requirements, ensuring a clear understanding and precise execution of tasks.

  • Proficient in conveying complex ideas clearly and concisely. Strong negotiation skills to manage and resolve conflicts within teams.
  • Problem Solving: Provide prompt, effective responses to customer and service team inquiries, offering sustainable solutions to common issues.
  • High emotional intelligence to understand and empathize with customer frustrations. Proficient in conflict resolution to address and resolve customer concerns.
  • Communication: Monitor and promptly respond to daily general mailbox emails, responding appropriately and in a timely manner. Redirect requests to relevant departments within the company as needed.
  • Exceptional writing skills for clear and concise communication both internally and externally.
  • Technical Knowledge: Demonstrate a robust understanding of photovoltaic theories and an in-depth familiarity with our devices and racking systems to facilitate repair tasks and review service outcomes, approving associated costs.
  • Profound knowledge and experience in technical writing for precise documentation and reporting.
  • Collaboration: Act as a liaison between various departments, providing invaluable support and insight into service-related queries.
  • Collaborative mindset with strong interdepartmental communication skills.
  • Insurance Knowledge: Handle comprehensive insurance inquiries and provide adept assistance to customers in resolving their inquiries.
  • Strong negotiation skills in handling insurance-related matters and providing accurate information.
  • Warranty Claims: Interact effectively with manufacturers to process warranty claims, meticulously maintain records of claims, and annually verify claim lists.
  • Superior problem-solving skills and attention to detail in maintaining accurate records.

Qualifications:

  • Strong human resource management skills with the ability to clearly articulate team requirements and directions.
  • Proficient communication skills, both verbal and written, for effective interaction within and outside the company.
  • In-depth knowledge of photovoltaic theories and familiarity with associated devices and racking systems.
  • Proven experience in problem-solving, providing timely solutions to customer and service team inquiries.
  • Ability to manage and prioritize multiple tasks while maintaining attention to detail.
  • Familiarity with insurance inquiries and the capability to provide accurate information and support to customers.
  • Superior learning ability with the capacity to quickly understand manufacturer procedures for warranty claims.
  • Organizational skills to maintain records and verify claim lists on an annual basis.
  • Excellent writing and negotiation skills.
  • High emotional intelligence for understanding and resolving customer frustrations and conflicts.
  • Proficiency in Mandarin Chinese is a must.

Job Type: Full-time

Pay: From $35,000.00 per year

Benefits:

  • Dental care
  • Extended health care
  • Paid time off

Schedule:

  • Monday to Friday

Education:

  • Bachelor's Degree (preferred)

Experience:

  • Customer service: 1 year (preferred)

Language:

  • Mandarin (preferred)

Work Location: In person

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