Service Coordinator

About the role

The Service Coordinator will communicate with clients to determine service needs, assign and schedule technicians, and enter necessary data into the computer database for tracking purposes. They will also perform various functions related to service billings and collections, manage workforce deployment, and foster the "Client for Life" concept.

Responsibilities

• Communicate with clients to determine needs
• Troubleshoot problems over the phone to prepare technicians for work
• Schedule and notify service technicians of work order assignments
• Review all work orders and record details of the service to be performed
• Aid in procuring necessary supplies for service calls
• Support service technicians and notify Project Managers and Account Executives of information regarding their clients
• Create new work order numbers, enter work performed, and maintain Spectrum
• Evaluate work completed in Spectrum and Xoi to ensure optimal billing profitability
• Maintain the Field Connect dispatching board to ensure effective and efficient use of technician capacity
• Collaborate with Account Executives and Service Contract Administrators to maintain and update service contracts
• Manage duty calendar, assign on-call schedule, notify technicians of their week, and inform the answering service of the schedule and emergency numbers
• Possess a thorough understanding of the service work order module and service contract within Spectrum
• Actively engage in all aspects of dispatch operations
• Handle various reporting tasks as requested
• Prepare and process billings for Spot Service
• Understand the flow and cost on work orders
• Manage collections by following up with clients via phone or email regarding outstanding invoices
• Record equipment usage for accurate billing on service-related work orders
• Perform routine accounting duties in compliance with established procedures
• Scan, file and digitally attach documentation for recordkeeping

Requirements

• High school diploma
• Minimum of two years’ experience in accounting, service dispatching or related field
• Familiarity with standard concepts of HVAC, Electrical, Plumbing or Automation, preferred
• Proficient in keyboarding and computer applications, including Excel, Word, and Outlook

Qualifications

• Ability to build and maintain positive interpersonal relationships with internal team members, as well as team members at all levels of the organization
• Demonstrates a professional and courteous telephone demeanor
• Skilled in follow-up and follow through with technicians and clients
• Capable of managing multiple tasks with attention to detail
• Strong problem-solving skills

Skills

• Keyboarding
• Computer applications (Excel, Word, Outlook)
• Interpersonal communication
• Problem-solving

Benefits

N/A

Pay

N/A

Schedule

N/A

Environmental Adaptability

• Prolonged periods of sitting at a desk and working on a computer
• Occasional visits to a job site which would require periods of standing, walking and/or climbing stairs

Equipment/Tools

• Spectrum
• Microsoft Word
• Excel
• Outlook
• Field Connect
• Xoi