Customer Service Operations Coordinator Jobs in Santa Rosa, CA

The Mobile Service Coordinator reports directly to the Service Manager and plays a critical role in supporting the daily operations of the Mobile Service Department. This position is responsible for coordinating workflow, ensuring timely and effective customer communication, supporting technicians, and maintaining accurate repair documentation, billing, and invoicing processes.

The Mobile Service Coordinator works closely with the Service, Parts, Warranty, and Sales Departments, as well as company leadership, to support operational objectives, enhance customer satisfaction, and drive continued growth of mobile service operations. Key responsibilities include scheduling repairs, preparing estimates, monitoring repair order (RO) status, maintaining technician timekeeping records, processing invoices, and assisting with customer payments.

This role is essential to ensuring the smooth, efficient, and professional flow of mobile service operations while delivering high-quality customer service.

The Mobile Service Coordinator maintains ongoing communication and collaboration with: Service Manager, Director of Mobile Service, Mobile Service Technicians, Parts Counter Personnel, Warranty Coordinators, Sales Department, Customers, Company Leadership and CCTE Executives. Strong cross-functional collaboration is essential to support efficient repair operations, technician scheduling, and customer satisfaction.

Essential Duties and Responsibilities Operations Responsibilities:

• Meet daily with the Service Manager and service department stakeholders to establish repair strategies based on overnight notes, dispatch sheets, and job priorities.
• Assign work to technicians based on skill level, certifications, workload, and availability.
• Schedule daily mobile service work to ensure optimal technician utilization and customer responsiveness.
• Utilize Decisiv daily to maintain accurate repair status updates and communication on active work orders.
• Monitor repair progress to ensure estimated completion times and customer commitments are met.
• Open and process warranty claims using systems such as Eaton Real Time, Cummins RapidServe, and other OEM platforms.
• Obtain required customer authorization, signatures, and contact information prior to starting repair work.
• Accurately document all customer concerns, complaints, and repair requests on repair orders.
• Maintain daily communication with customers regarding estimates, repair progress, and service updates.
• Proactively communicate changes in completion times, revised estimates, or additional repair needs.
• Open, prepare, and process mobile service repair orders accurately and efficiently.
• Recommend invoice adjustments to the Service Manager when necessary.
• Coordinate with the credit department to maintain proper account status (MSR) for all repair orders.
• Verify warranty and recall status and attach supporting documentation to repair orders.
• Ensure all required customer and vehicle information is obtained prior to creating repair orders.
• Assist with collection of payments for completed repairs.
• Review technician write-ups for accuracy, completeness, and proper documentation.
• Ensure all repair orders are completed, closed, and processed within 48 hours.
• Reconcile technician payroll and timekeeping records on a daily basis.
• Ensure all cores are returned to the parts department and all warranty parts are properly tagged and stored.
• Distribute technical updates, service bulletins, and product information to technicians.
• Maintain the cleanliness, readiness, and proper operation of mobile service tools, equipment, and vehicles.
• Coordinate with the Service Manager and Director of Mobile Service regarding staffing, technician needs, and fleet requirements.
• Assist in interviewing, hiring, and onboarding Mobile Service Technicians.
• Conduct technician performance evaluations and support development plans, training needs, and wage recommendations.
• Coordinate with the parts department to manage repair orders awaiting parts availability.
• Support the Service Manager in identifying and maintaining technician training requirements.
• Ensure adherence to dealership labor standards and repair procedures using systems such as Mitchell.
• Assist in developing departmental goals, forecasts, and operational objectives.
• Conduct regular customer visits to strengthen relationships and support service growth.
• Ensure compliance with all federal, state, and local regulations including OSHA, hazardous waste disposal, MSDS/SDS requirements, right-to-know laws, and workplace safety standards.

QualificationsKnowledge, Skills, and Abilities:

• Ability to read and interpret documents such as safety rules, operating instructions, maintenance manuals, and policy procedures.
• Ability to review operational reports and communicate action plans effectively to staff.
• Strong verbal and written communication skills with the ability to interact professionally with customers and employees.
• Ability to perform basic mathematical functions including addition, subtraction, multiplication, and division using whole numbers, fractions, and decimals
• Frequently exposed to moving mechanical parts and outdoor weather conditions.
• Occasional exposure to wet or humid environments, elevated areas, fumes, and airborne particles.
• Work environment noise level is typically moderate.

Cognitive and Physical Demands:

• Ability to read and comprehend instructions, correspondence, and memos.
• Ability to communicate effectively in individual and group settings.
• Ability to perform basic mathematical calculations and interpret data.
• Ability to apply common sense understanding to written, oral, and diagram-based instructions.
• Frequently required to stand, walk, use hands, reach, climb, balance, stoop, kneel, crouch, crawl, and communicate verbally.
• Frequently required to lift or move parts up to 10 lbs.
• Occasionally required to lift up to 50 lbs independently.
• May be required to team lift items up to 100 lbs.
• Must have vision abilities including close, distance, color, peripheral vision, depth perception, and focus adjustment.

Customer Service Responsibilities:

• Greet customers in a friendly, professional, and timely manner.
• Obtain required customer authorization, signatures, and contact information prior to starting repair work.
• Accurately document all customer concerns, complaints, and repair requests on repair orders.
• Maintain daily communication with customers regarding estimates, repair progress, and service updates.
• Proactively communicate changes in completion times, revised estimates, or additional repair needs.
• Open, prepare, and process mobile service repair orders accurately and efficiently.
• Recommend invoice adjustments to the Service Manager when necessary.
• Coordinate with the credit department to maintain proper account status (MSR) for all repair orders.
• Verify warranty and recall status and attach supporting documentation to repair orders.
• Ensure all required customer and vehicle information is obtained prior to creating repair orders.
• Assist with collection of payments for completed repairs.

Education and Experience:

• Minimum of two (2) years of experience in a heavy-duty truck dealership environment, including service department operations.
• Strong customer service and interpersonal skills.
• Proven ability to build and maintain strong relationships with customers and employees.
• Demonstrated ability to motivate and support technician teams.
• Proficiency in Microsoft Office (Word, Excel, Outlook).
• Experience with Dealer Business Systems (DBS) and related service software preferred.

Working Conditions:

• Frequently exposed to moving mechanical parts and outdoor weather conditions.
• Occasional exposure to wet or humid environments, elevated areas, fumes, and airborne particles.
• Work environment noise level is typically moderate.

Cognitive and Physical Demands:

• Ability to read and comprehend instructions, correspondence, and memos.
• Ability to communicate effectively in individual and group settings.
• Ability to perform basic mathematical calculations and interpret data.
• Ability to apply common sense understanding to written, oral, and diagram-based instructions.
• Frequently required to stand, walk, use hands, reach, climb, balance, stoop, kneel, crouch, crawl, and communicate verbally.
• Frequently required to lift or move parts up to 10 lbs.
• Occasionally required to lift up to 50 lbs independently.
• May be required to team lift items up to 100 lbs.
• Must have vision abilities including close, distance, color, peripheral vision, depth