Smart Buildings Service Coordinator

About the role

This role supports our Charlotte and Raleigh, NC branch locations, which serves customers throughout the greater Charlotte and Raleigh areas. This is a hybrid/remote working arrangement where you will report to the office 2-3 days per week.

Responsibilities

• Support, inform, prioritize, and coordinate activities and resources across branch offices and the Digital Service Center
• Act as primary point of contact for service customers to ensure expectations are met
• Handle incoming service requests via phone or email, resulting in a service work order and scheduled or dispatched personnel
• Schedule resources to support standard service agreements
• Handle decisions regarding the scheduling and movement of resources and material based on the nature of service calls, urgency, contractual obligation, and availability
• Order and track parts and subcontractors in support of maintenance plans and service calls using the service platform
• Evaluate time-and-material (T&M) service orders for completed costs and scope of work; process invoices in accordance with standard billing practices
• Proactively follow up with customers after completion of service to ensure a high level of satisfaction with the quality of work

Requirements

• 1+ year of customer service experience
• 1+ year of experience dispatching/scheduling field personnel/technicians
• High school diploma or state-recognized GED
• The ability to demonstrate:
• Organizational and interpersonal skills
• The ability to read and understand customer service contracts
• Experience with Microsoft Office and business software systems (e.g., SAP)
• Verbal and written communication skills in English

Qualifications

• Associate degree (preferred)
• Experience dispatching/scheduling field personnel/technicians (preferred)
• Familiarity or experience with Fire Alarms/Sprinklers, Security Systems, HVAC, or a similar industry (plus)

Benefits

You’ll benefit from a variety of health and wellness benefits, including details available here.

Pay

The pay range for this position is $34,986 - $59,976 annually. The actual wage offered may be lower or higher depending on budget and candidate experience, knowledge, skills, qualifications, and premium geographic location.

Schedule

This is a hybrid/remote working arrangement where you will report to the office 2-3 days per week.