Client Resource Coordinator 2

About the role

Under direct supervision of the Pod Team Manager (Customer Service Dispatch Supervisor), this role receives and schedules customer calls for service. It involves managing the schedule of assigned technicians and mechanics to ensure timely completion of preventative maintenance and aligns with monthly forecasting goals. The role also debriefs activities of assigned technicians/mechanics daily, coordinating with them to resolve concerns quickly.

Responsibilities

• Receives customer requests for unscheduled or scheduled service.
• Coordinates labor scheduling to align technicians to the appropriate customer and service need.
• Communicates the action plan and services to be provided directly to the customer.
• Affirms work has been performed to the customer's expectations and follows up with the customer, as needed.
• Answers any customer inquiries and resolves or escalates customer issues, as appropriate.
• Debriefs activities daily.
• Maintains consistent communication with assigned Technicians.
• Follows up on activities to ensure completion in an established timeframe.
• Maintains customer account information required to support call management activities and scheduling of tasks in NxGen.
• Scheduled Service Visits – on time
• Parts ordering/PO creation support
• Start-up support
• Customer PO confirmation
• WIP Management
• Auto SR quotes
• Reconcile exceptions (SIR and AP)
• Attend weekly planning/scheduling meetings
• Service + rewards
• Aid in monitoring of time and expense reporting submission
• Review and correct unassociated time for timesheets for technicians
• Perform other duties and administrative activities as assigned.

Requirements

• High school diploma or equivalent required, plus two to five years of service industry experience managing service operations and/or service scheduling.
• Demonstrate the ability to perform work independently and demonstrate solid organizational and attention to detail skills.
• Show strong interpersonal skills to effectively communicate with both internal and external clients.
• Able to handle a large and diverse number of projects, tasks and issues with tact, cooperation, and persistence.
• Able to prioritize work activities based upon financial impact to desired business goals.
• Able to influence diverse teams to accomplish tasks/goals.

Preferred

• Associates degree preferred.
• Experience and/or basic project accounting or costing principals is desired.

Benefits

This position includes a competitive benefits package. The posted salary range reflects the target compensation for this role. However, we recognize that exceptional candidates may bring unique skills and experiences that exceed the typical profile. If you believe your background warrants consideration beyond the stated range, we encourage you to apply.