Service Coordinator I

About the role

Pavion and our family of companies are seeking a talented and motivated Service Coordinator I to join our security business unit.

Responsibilities

• Service Coordination
  • Perform intake, scheduling, service quoting, part ordering, tech coordination efforts
  • Handle incoming service requests via phone or email or customer portal which result in a work order to be scheduled and dispatched to proper personnel
  • Provide updates within service portal
  • Provide timely and accurate information to incoming customer order status and product knowledge requests
  • Track open service calls and provides after service follow-up to maintain customer satisfaction
  • Access and update on a daily basis customer website for service requests, site findings, quote approvals and billing needs
  • Procures all materials needed to complete service requests
  • Replenishes truck stock to encourage 1st time fixes (MTTR)
• Inspection/PMI
  • Ensure on time completion of preventative maintenance and inspection tickets
  • Work with field teams and third-party sub-contractors to meet staffing requirements
  • Drive On-time inspection KPI to ensure contractual obligations are met
  • Identify, track and drive deficiency tickets
• Customer Service
  • Ensure high level of customer satisfaction through consistent and timely communication, through work order documentation, email, verbal and portal
  • Proactively follow up with customers after completion of service to ensure a high level of satisfaction
  • Must be a champion for our customers and comfortable working across all functions and departments
  • Utilize various methodologies to research and resolve issues
  • Act as liaison between customer and vendor, seamlessly collaborating to achieve goals and bring work orders to completion
  • Interact daily with internal/external contacts using multiple systems to ensure accurate information
  • Exhibit professional behavior with all interactions - internal and external
  • Provide timely feedback to the company regarding service failures or customer concerns
• Service Revenue
  • Ensuring all work orders are completed and invoiced timely
  • Review and prep all work orders thoroughly to minimize billing challenges
  • Work closely with the Finance department to resolve billing/vendor issues
  • Effectively steward company resources

Requirements

• High school diploma
• Proficient in Microsoft Office Suite (Excel, Access, Word, PowerPoint, Outlook)
• Able to redirect and pivot based on changes in projects and tasks assigned
• Able to multi-task and work under tight deadlines
• Able to work in high pressure environments
• Excellent time management and organizational skills
• Able to coordinate multiple customer strategic needs and initiatives
• Able to travel as needed, up to 20% of time

Qualifications

• Associate’s degree in business management, personnel management, project management or related
• Experience in relationship and client management
• Advances or Enterprise technical certifications on platforms and systems sold by Pavion
• Strategic thinker, experience problem solving and driving results

Pay

The hourly pay range for this position is $20–$25 per hour. The starting hourly pay will be determined based on qualifications, experience, education, skills, certifications, and internal equity.

Benefits

We offer a comprehensive benefits package.