Job Title: Service Coordinator

Job Description

Job Description and Responsibilities

Position Identification
Non-exempt
Reports to: Service Department Manager

Position Objective
Provide comprehensive support to service field and office team by overseeing service process from call in-take and service ticket dispatch to receiving information from field and communicating to customers. Communicate and respond to customer needs timely and with a sense of urgency to resolve issues. Support department needs such as answering calls, repair documentation assistance, invoicing and collecting, and other administrative needs. Serve as a resource for service support, by providing information, answering questions and assisting local and national customers as needed.
Job Functions
Support a service culture where customer service and business development are a priority, including prompt handling of customer inquiries and issues. Plan, organize, and establish service administrative process for call in-take, service ticket dispatch, receiving information from field and communicating to customers. Manage incoming calls and support customers by answering service questions. Respond promptly to customer inquiries and develop strong, long term relationships with customers. Create service tickets and work with Superintendent/Service Manager on schedule and dispatch. Champion paperless processes, such as the tablet, to encourage team to increase efficiency and streamline paper flow for quicker invoicing and improve customer communication. Support Service Manager/Superintendent/Customer Solution Center (CSC)/Manufacturers with customer information and communication from the office. Communicate completion of repairs and outstanding issues to customer. Resolve service problems by clarifying the customer's complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem as well as expediting correction or adjustment. Ensure follow-up to a resolution. Communicate escalated requested and unresolved issues to Service Manager. Work with accounting to complete new customer credit application and set up new customers. Invoice timely and supply support documentation for invoices to customers. Maintain customer records by updating account information. Work with accounting to support outstanding customer collections issues such as unpaid customer invoices. Understand service projects and assist with service project adjustments. Assist with service project permits, inspections, close out documents and warranties. Assist with reports for service sales, service tickets, service projects, etc. Provide information about company such as department information, services provided, and procedures. Support marketing strategies and sales campaigns. Perform administrative support tasks such as proofreading, transcribing handwritten information, etc. Maintain professionalism with a high level of integrity Perform any other duty or task assigned by the Service Manager / Operating Unit President



Job Requirements
Knowledge, Skills & Experience (Essential)
High School Diploma or equivalent Prior customer service experience Quality Focus Problem solving ability with the ability to manage difficult customers Documentation Skills Superior listening and communications skills Proficiency with Microsoft programs, including strong analytical abilities Ability to speak, read and comprehend instructions, short correspondence and policy documents, as well as converse comfortably with associates
Knowledge, Skills & Experience (Desirable)
College, preferred Knowledge of business and management principles Construction software experience
Key Competencies
Superb communication skills Sense of urgency Sound problem assessment and problem-solving skills Sound judgment and ability to make decisions Well organized; Adept at planning work and managing time Extreme attention to detail and high level of accuracy Initiative Integrity Adaptability Willingness to learn Teamwork and collaboration Ability to multi-task Equal opportunity employer-disability/vet