Service & Install Coordinator

at  Overhead Door Corporation

We have an immediate opening for a Service Coordinator in our Vancouver Branch. Reporting to the Field Operations Manager, the Service Coordinator is vital to our everyday operations, and they take full ownership for the service cycle. This role is a permanent, full time position

SKILLS:

• A passion for creating a positive customer experience.
• Exceptional written and oral communication skills.
• Well organized, high level of accuracy and strong attention to detail.
• Ability to handle stressful situations professionally; the ability to exhibit a professional manner in dealing with others and maintaining constructive working relationships.
• Ability to effectively sell additional services or products to customer.
• Ability to identify additional services or products that may benefit the customer and effectively communicate their value.
• Ability to work and succeeding a team environment.

QUALIFICATIONS:

• 3-5 years of experience scheduling and dispatching field service
• Proficient with the usage of Microsoft Office Suite.
• Superior resourcefulness, integrity, and solid work ethic.
• Working knowledge of MS Outlook (including calendar) and Excel
• Strong ability to multi-task and follow through with defined tasks.
• Strong English language skills, required.
• Minimum completed education – high school
• Possess a valid Driver’s License and vehicle

• Schedule service and warranty calls with the customer.
• Accurately completes documents required to process work orders and forwards them to the customer and / or sales; conducts follow-up to completion.
• Ensures that amounts billed to customers are correct & follows up with customers to ensure timely payment, including collecting of purchase orders or Credit Card information from the customer.
• Opens and closes work orders (including material and equipment sourcing) in a timely manner.
• Distributes required paperwork to our technicians, parts department, and warehouse personnel.
• Dispatches and communicates with our technicians for the required information relevant to the job prior to and during the service call cycle.
• Regularly reviews and follows up on work orders and claims to obtain prompt payment.
• Reviews technician time to ensure all time is approved by management and submitted to payroll in a timely manner.
• Reviews all work orders and prepares them for final review by the Branch Office Supervisor. Ensures accuracy in parts, stories, time segments, highlights any potential discrepancies for the Branch Office Supervisor’s final review.
• Processes warranty work orders for submission in accordance with company and manufacturer guidelines.
• Ensures that defective parts are returned to the manufacturer / supplier in a timely manner.
• Other duties, as assigned.