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

We offer a variety of health and wellness benefits to our employees. Details regarding our benefits can be found 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

The actual schedule may vary based on the needs of the business and your location.