The Service Coordinator is responsible for the efficient scheduling of technical resources and assignments. The Service Coordinator utilizes ticketing, and other systems as tools to coordinate, communicate, and effectively execute a daily plan that best meets client requirements. This position is customer facing and must be able to at all times create a customer-centric experience that promotes our trusted brand within the marketplace.
In addition, this role will assist with warehouse duties such as process inventory/material returns, verify/receive drop-shipment invoices and assist with project audits, monitor parts received are issued to techs for installation on service work orders, and support with physical inventory.
Responsibilities:
- Perform service coordination, including daily scheduling for service calls, inspections and repairs/installs related to service (scheduling labour, communication with client)
- Maintain technician schedule, ensuring resources including subcontractors and equipment rentals are effectively utilized to maximize efficiencies and productivity
- Relay schedule & service details to technicians
- Express an understanding of contracts and service billing to ensure work orders are accurate and invoiced in a timely manner and escalating any discrepancies or issues to the Service Coordinator II or Team Lead
- Deliver and maintain response times to customers within guaranteed response windows and send post-service reports
- Problem solving by corresponding with the client, defining customer requirements and anticipating the unstated needs of the customer
- Provide ongoing two-way communication between the customer and the Service team
- Understand service capabilities and effectively communicate all offerings to the customer
- Obtain purchase orders from customers as needed
- Escalate customer complaints to the Service Coordinator II or Team Lead
- Provide support to warehouse including shipping/receiving and other related functions
- Process inventory/material returns, track returns to ensure credits are received and reconcile discrepancies that may occur
- Verify and receive drop ship orders, confirming delivery/receipt as well as details of cost/quantities/part numbers ordered are invoice accordingly
- Create positive impressions, and develop professional relationships with clients by ensuring appearance, behaviour and attitude always represent the company in a professional manner
- Perform additional duties as required
Required Qualifications:
- An organized individual with a strong commitment to customers, co-workers and work processes
- Experience with Windows and Microsoft Office products
- Excellent customer service
- Strong interpersonal skills and ability to work within a team structure
- High attention to detail with strong organizational skills
- Ability to prioritize and manage time efficiently for self and others
- Excellent command of the English language verbal, written and telephone skills
- Resourceful, ability to research information and present results to internal clients
- Accountable, co-operative and attentive to productivity and corporate profitability
- Ability to build strong relationships with both internal and external customers
Preferred Qualifications:
- Security industry knowledge, along with regulations and standards
- Experience with Microsoft Dynamics
- Familiarity with ticketing, dispatch, and scheduling software; experience with CRM & ERP systems
Physical Demands: In general, the following physical demands are representative of those that must be met by an employee to successfully perform the essential functions of this job.
- Must be able to effectively communicate, (i.e. see, hear, speak and write clearly) in order to communicate with employees and/or customers; manual dexterity required for frequent reaching, and lifting of small objects, and operating office equipment
Working Conditions: In general, the following conditions of the work environment are representative of those that an employee encounters while performing the essential functions of this job.
- The office is clean, orderly, properly lighted and ventilated. Noise levels are considered low to moderate
- Travel may be required.
