Service Coordinator

About the role

The Service Coordinator is responsible for interacting with existing and potential customers to ensure customer satisfaction and a positive company image. Key responsibilities include scheduling preventative maintenance inspections and emergency calls, answering customer calls, dispatching technicians, generating and monitoring correspondence, preparing invoices, and coordinating with other departments.

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. Dispatch the proper technicians to handle any emergencies as required.
• Follow through to ensure resolution of all situations.
• Generate and monitor Service department’s internal and external correspondence regarding service technicians.
• Analyze completed work orders for accuracy, ensuring they are correct, complete, and on time.
• Aid in accurate pricing of labor and/or materials as dictated by the contract for that particular 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 all databases, including but not limited to: Service department inspection dates, contract information, new customers/sites, and updated customer names and addresses.
• Dispatch appropriate technician(s) based on skill set required for each site or project.
• Generate and maintain schedules on a daily/weekly/monthly intervals.
• Field trouble calls, PM inspections, vacation schedule, and subcontractor schedule.
• Prepare and process work orders and invoices, when applicable; acquire purchase orders where customer requires.
• Display effective communication with customers; promptly follow up on customer inquiries, tracking special needs requests, reports, and copies as needed.
• Material requisition: prepare and process accurate purchase requisitions for purchasing.
• Coordinate customers’ service requirements with other appropriate departments, as necessary, 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.
• Possess sound decision-making skills and practical judgment.
• Ability to encourage and motivate people with a positive attitude.
• Interest in helping and working with customers.
• Computer literate: Working knowledge of Microsoft Outlook, Excel, Word, and PowerPoint.

Qualifications

• 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.
• Possess sound decision-making skills and practical judgment.
• Ability to encourage and motivate people with a positive attitude.
• Interest in helping and working with customers.
• Computer literate: Working knowledge of Microsoft Outlook, Excel, Word, and PowerPoint.

Skills

• Effective communication with customers.
• Multi-tasking and remaining calm under pressure.
• Sound decision-making skills and practical judgment.
• Positive attitude towards motivating others.
• Customer service orientation.
• Computer literacy: Microsoft Office Suite proficiency.

Benefits

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

Pay

Competitive salary based on qualifications.

Schedule

N/A