Service Coordinator

About the role

The Service Coordinator partners with account managers to drive the profitable execution, growth, and satisfaction of their customer portfolio. They manage service team scheduling to ensure maximum efficiency in execution and customer expectations. Key responsibilities include preparing execution plans for scheduled service visits, engaging with service specialists to schedule unplanned work, answering customer calls, managing work orders, ensuring specialists are provided with weekly schedules, coordinating assurance plan completeness, and ensuring timely completion and billing of out-of-scope service requests.

Responsibilities

• Partners with the Service Account Manager to prepare execution plans for scheduled service visits.
• Manages service team scheduling to ensure maximum efficiency in execution and customer expectations.
• Engage with the service specialists to actively schedule unplanned work to meet client needs.
• Answers customer calls. Resolves or escalates issues to appropriate party.
• Open work orders/triage client calls upon a request for service.
• Sets up and dispatches specialists to scheduled and unplanned service using service technology platform.
• Captures assurance plan completeness, closure, and reporting from service team to SAM.
• Ensures and performs timely completion and billing of out of scope service requests (T&M and repairs).
• Remotely supports the service specialist team in quoting, approving, and scheduling the execution of field service work.

Requirements

• High school diploma or GED
• 2+ years of scheduling/dispatching experience
• Strong written and verbal communication skills
• Strong business and accounting acumen
• Ability to multitask and manage multiple issues concurrently
• Ability to prioritize work activities based on the impact to desired business targets
• Proficiency in MS Office and advanced estimating and execution tools
• Experience with cloud-based delivery tools (ServiceMax, SalesForce, Cora), and other tools preferred
• Strong teaming skills

Qualifications

• High school diploma or GED
• 2+ years of scheduling/dispatching experience
• Preferred: Strong written and verbal communication skills, strong business and accounting acumen, ability to multitask and manage multiple issues concurrently, proficiency in MS Office and advanced estimating and execution tools, experience with cloud-based delivery tools (ServiceMax, SalesForce, Cora), and other tools, strong teaming skills

Pay

The annual salary for this position is between $64,500.00 - $129,500.00 annually. Factors which may affect pay within this range include, but are not limited to, skills, education, experience, and other unique qualifications of the successful candidate.

Benefits

• Health Care Benefits: Medical, Dental, Vision; Wellness incentives
• Retirement Benefits
• Time off and Leave: Paid vacation days, up to 15 days; paid sick days, up to 5 days; paid personal leave, up to 5 days; paid holidays, up to 13 days; birth and adoption leave; parental leave; family and medical leave; bereavement leave; jury duty leave; military leave; purchased vacation
• Disability: Short-term and long-term disability
• Life Insurance and Accidental Death and Dismemberment
• Tax-Advantaged Accounts: Health Savings Account; Health Care Spending Account; Dependent Care Spending Account
• Tuition Assistance

Equal Opportunity Employer

Carrier is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or veteran status or any other applicable state or federal protected class. Carrier provides affirmative action in employment for qualified individuals with a Disability and Protected Veterans in compliance with section 503 of Rehabilitation Act and the Vietnam Era Veterans' Readjustment Assistance Act.