Service Coordinator 2

About the role

Sciens Building Solutions seeks a Service Coordinator responsible for interacting with existing and potential customers to ensure customer satisfaction and a positive company image. The Service Coordinator will perform scheduling of preventative maintenance inspections and emergency calls, field customer calls, analyze issues, evaluate situations, and determine the best course of action.

Responsibilities

• Schedule preventative maintenance inspections and emergency calls.
• Utilize dispatch board to update and maintain all schedules for on-time service while maintaining zero backlogs.
• Answer calls from customers and dispatch the proper technicians to handle emergencies as required.
• Follow through to ensure resolution of all situations.
• Generate and monitor the Service department’s internal and external correspondence regarding service technicians, including analyzing completed work orders for accuracy and ensuring they are correct, complete, and on time.
• Assist with performing accurate pricing of labor and/or materials as dictated by the contract for each customer.
• Prepare subcontract work orders for invoicing, including test reports, deficiencies, and quotes.
• Track and/or quote deficiencies.
• Update and maintain all customer information in databases, including inspection dates, contract information, new customers/sites, and updated customer names and addresses.
• Dispatch appropriate technician(s) based on the skill set required for each site or project.
• Generate and maintain schedules on daily, weekly, and monthly intervals for trouble calls, PM inspections, vacation schedules, and subcontractor schedules.
• Prepare and process work orders and invoices when applicable; acquire purchase orders where required by the customer.
• Display effective communication with customers; promptly follow up on inquiries, track special needs requests, reports, and copies as needed.
• Prepare and process accurate purchase requisitions for purchasing (material requisition).
• Complete service contract cancellation forms and submit with backup for processing.
• Coordinate customers’ service requirements with other departments to ensure effective customer service.
• Provide accurate information to Accounting to ensure one-day billing processing.

Requirements

• High school diploma or equivalent.
• Two to five years of experience in customer service.
• Strong organizational skills.
• Ability to multi-task and remain calm under pressure.
• Sound decision-making skills and practical judgment priorities.
• Ability to encourage and motivate people with a positive attitude.
• Interest in helping and working with customers.
• Computer literate with working knowledge of Microsoft Outlook, Excel, Word, and PowerPoint.

Benefits

• Competitive salary based on qualifications.
• Paid time off plan and holidays.
• 401(k) matching.
• Short-term and long-term disability.
• Medical, dental, and vision plans with options.
• Life insurance.
• Professional career development opportunities.
• Tuition reimbursement.