The Service Channel Manager is responsible for overseeing the intake, coordination, and closeout of service work orders using Service Channel and Oracle systems. This role ensures timely dispatch of service requests to Field Managers and Technicians, maintains accurate documentation, and communicates effectively with internal teams and customers to support quote needs and scheduling.

Duties and Responsibilities:

• Receive, review, and triage incoming service calls via Service Channel and Oracle.
• Dispatch service requests promptly to appropriate Field Managers (FMs) and Technicians.
• Enter and maintain accurate notes and updates in both systems throughout the service lifecycle.
• Collaborate closely with FMs to assign the appropriate technician and schedule work in alignment with customer needs.
• Liaise with customers and Project Managers (PMs) to coordinate quotes when required.
• Ensure all parties are informed of work order statuses, delays, or escalations.
• Manage and maintain spreadsheets and other documents related to service request tracking.
• Ensure records are organized, accurate, and accessible for reporting or audits.
• Verify work completion details with service personnel
• Accurately close out service calls in Oracle and Service Channel with all required documentation and notes.
• Performs other duties as assigned.

Skills and Requirements:

• Minimum of 2 years’ experience in service coordination, dispatch, or facilities support.
• Proficient in Microsoft Office Suite (Excel, Word, Outlook).
• Experience with Service Channel and/or Oracle systems preferred.
• Strong communication and organizational skills.
• Ability to prioritize tasks in a fast-paced, service-driven environment.
• Comfortable working with teams and vendors primarily in Eastern Standard Time (Ohio/GA focus).Subject to pre-employment drug and alcohol testing requirements, as well as at random, reasonable suspicion, and post-accident drug and alcohol tests as deemed appropriate by Cennox current approved drug testing policy

Physical Requirements:

• Vision correctable to 20/ 20.
• Finger dexterity for keyboarding and computer usage.
• Ability to sit or stand and stay focused for long periods of time.
• Ability to bend, lift, and drive.

• Receive, review, and triage incoming service calls via Service Channel and Oracle.
• Dispatch service requests promptly to appropriate Field Managers (FMs) and Technicians.
• Enter and maintain accurate notes and updates in both systems throughout the service lifecycle.
• Collaborate closely with FMs to assign the appropriate technician and schedule work in alignment with customer needs.
• Liaise with customers and Project Managers (PMs) to coordinate quotes when required.
• Ensure all parties are informed of work order statuses, delays, or escalations.
• Manage and maintain spreadsheets and other documents related to service request tracking.
• Ensure records are organized, accurate, and accessible for reporting or audits.
• Verify work completion details with service personnel
• Accurately close out service calls in Oracle and Service Channel with all required documentation and notes.
• Performs other duties as assigned