Service Coordinator

About the role

Make a difference, protect lives, and achieve your dreams. Build your career with the industry-leading fire, life safety and security company. This position is responsible for organizing, scheduling, and managing the flow of activities for the field technicians. They monitor/adjust the daily schedule as needed to complete the expected and upcoming work in the short term. This position is responsible for collaborating with managers, office staff, sales staff, field technicians, contractors, and customers to ensure smooth and profitable projects from start to finish.

Responsibilities

• Schedule appointments for clients, answer phones and track clients’ service records
• Assess the needs of clients and connect them with the correct provider
• Create and maintain a directory of providers and resources
• Create and maintain a database of clients and client needs
• Bill completed service SRs for local accounts.
• Order any materials needed for the required service.
• Interact with clients who are not satisfied, putting service and communication techniques into practice and resolving any conflicts professionally and answering inquiries respectfully
• Evaluate the quality of all services and identify areas that need improvements
• Ensure each client is given the necessary services and follow up to fill ongoing service needs
• Maintain good relationships with providers and clients to keep customer base
• Monitor the services being provided and stay up to date on any services being introduced or discontinued
• Expand the list of resources and providers to assure there are no gaps in services
• Answer telephones and respond to email inquiries in the office
• Perform other duties assigned by management.
• Adheres to the Code of Conduct, Confidentiality Agreement, and Company Safety Policy. Performs other duties as assigned.

Requirements

• 1-3 years of industry experience or a related customer service experience required
• Previous administrative experience preferred
• Proficient skills in Microsoft Office, including Microsoft Word and Microsoft Excel
• Excellent customer service and problem-solving skills
• High quality organizational skills
• The ability to work well under deadlines and to multitask