Service Coordinator, Senior

About the role

As a Senior Service Coordinator, you play a key role in customer experience by taking pride in providing superior customer services over the phone and in person. We are customer centric and always strive to continue achieving our vision and mission of a positive emotional experience with every interaction we encounter. This role has limited supervision so having great time management skills is pertinent. Great follow up skills and high level of initiative is expected in this role. Have great leadership skills and being proactive by continually communicating and engaging with the team to avoid any miss opportunities. You will have an opportunity to play an important role in assisting the Project Managers and Field staff in coordinating work plans and understanding margin impact.

Responsibilities

• Schedules and manages labor resources to support all service work including service projects, as well as the techs to support clients and business.
• Coordinates materials, sub-contractors and equipment based on needs, skill sets and availability for Service Order work & Maintenance Agreements schedules.
• May direct the workflow/mentor less-experienced team members.
• Proactively manages Service Agreement base to ensure we address any client satisfaction issues and manage retention.
• Responsible for generating, interpreting and printing various reports and contributing to the content.
• Facilitates new staff onboarding.
• Updates and retains customer account information related to special billing conditions, tax status, invoice approval contacts, billing addresses and special billing rates.
• Partners with Account Manager tasking and spend plans for renewals to maximize GM% & customer satisfaction.
• Research and resolve expenses and reports discrepancies.

Qualifications

• Typically reports to Service Business Supervisor
• Works under limited supervision
• May direct work to less experienced team members
• Minimum high school diploma or GED
• Associate degree (AA) preferred
• 4+ years related experience and/or training

Skills

• Strong verbal and written communication skills
• Strong customer service skills
• Ability to coordinate projects