SUMMARY OF SKILLS, KNOWLEDGE AND ABILITIES

• 2 year post high school education or equivalent work experience in related role.
• Excellent customer service skills and ability to coordinate internal and external customer needs.
• Previous customer service experience in an office environment required.
• Proven verbal communication skills and knowledge of standard office procedures.
• Strong typing and computer skills. Previous experience with Microsoft Excel, Word, and Outlook. Excel experience is particularly helpful and ability to learn new computer programs and systems is required.
• Excellent telephone skills using established company protocol.
• High attention to detail and follow through.
• Excellent planning & organization skills and willingness to be flexible as situations arise.
• High energy—ability to multi-task under high pressure situations and think quickly on one’s feet.
• Previous scheduling experience for a group of people is ideal, but not required for level I Service Coordinator.
• Ability to pick up on technological tools (texting, etc.) and utilize them within the scheduling and dispatching process.

Direct Reports

• None

POSITION PURPOSE

Interacts with and supports internal and external customers daily. Provides input to develop solutions and create win/win situations that satisfy the customer. Develop & maintain work schedules for service technicians to meet customer commitments. Modify schedules and maintain continuous communication as business and customer needs dictate. Provides back-up for other Service Coordinators when needed.

POSITION RESPONSIBILITIES

• Develop, maintain, and modify work schedules for service technicians in accordance with contractual agreements.
• Maintain a proactive approach in projecting workload by actively balancing preventative maintenance, project, repair, and emergency work.
• Understand and prioritize customer urgency and update required customer information.
• Manage service technician on-call schedules for designated territories.
• Maintain continuous communication with the supervisors, service technicians and project sales.
• Keep supervisors informed of work progress, customer relations, field personnel relations, scheduled/unscheduled time off.
• Respond to, build, and maintain rapport with internal and external customers, vendors, and co-workers.
• Promote the service department and provide support to sales and special projects.
• Establish and follow through on a personal professional development plan as developed and agreed upon with supervisor.
• Misc. shipping and receiving duties if needed.
• Responsible for additional projects as assigned by Supervisor.
• Support and maintain a Lean and safe work environment.