Service Coordinator

Overview

The Service Coordinator manages and executes work orders efficiently by optimizing processes and ensuring the quality and timeliness of deliverables while adhering to PMO standards and methodologies. The role requires maintaining a high level of communication in a fast-paced, high-volume environment.

What you'll do

• Receive work requests from customers and schedule work orders via company-issued toolsets and systems.
• Review work orders and ensure all necessary information is available to successfully complete the requested work.
• Plan and schedule work orders based on priority and resource availability.
• Properly communicate all necessary information to resources to successfully complete each work order.
• Maintain work order status throughout the lifecycle process including dispatching, onsite verifications, status updates, and close-out activities.
• Document all work order related information in ticketing software to include progress notes, arrival time, departure time and issues that arise with installation.
• Maintain work order schedules and escalate any schedule deviations to the appropriate customer, resource, and/or project team.
• Monitor resource arrival onsite within the specified timeframes.
• Communicate with technicians and/or sites prior to the install date to verify that the technicians, contractors, and/or sites are aware of their assignments.
• Communicate proactively with customers to provide status updates, requested deliverables, and confirmation of successful completion of each work order.
• Document and communicate with the appropriate team regarding resource performance and issues.
• Ensure compliance with Service Level Agreements (SLAs) and accountability to Key Performance Indicators (KPIs).
• Ensure compliance with quality standards and operational procedures.
• Conduct thorough review of work orders to verify accuracy and adherence to guidelines.
• Improve customer satisfaction/NPS scores.
• Ensure that corporate policies and procedures are understood and followed.
• Attend and contribute to weekly operations meetings.

What you'll need

• High School diploma or equivalent.
• At least one year of previous customer service experience.
• Ability to read, understand, and interpret job-related documents, instructions, policies, and communications in English.
• Ability to communicate effectively in English, both verbally and in writing, with employees, customers, vendors, and other business partners, as applicable to the position.
• Customer-centric, focusing on meeting customer needs and concerns.
• Ability to build collaborative relationships by working effectively with internal and external customers by promoting open communication and fostering a positive cooperative environment.
• Work both independently and collaboratively within a team environment.
• Manage tasks autonomously while also contributing effectively to team objectives.
• Proactive problem-solving and anticipating challenges customers may face and addressing them to prevent escalation.
• Ability to adapt to fluctuating priorities and effectively manage unexpected challenges and changes in a work environment.
• Ability to assess and interpret information from various sources to make informed decisions and solve challenges effectively.
• Proficient in verbal and written communication skills, with the ability to present information clearly, respond professionally to inquiries, and interact with managers, employees and customers.
• Working knowledge of Outlook, Excel, Access and Word.

Nice to have

• 1 year + related industry experience.
• Alert and ConnectWise experience.

Details

• Work environment: Remote.
• Expected hours: generally normal business hours, with specific start and end times that may vary based on business needs, workload, and job responsibilities. Occasional work outside normal business hours may be required.
• For Eastern and Central Time Zones: Monday - Friday 9am - 6pm.
• For Mountain and Pacific Time Zones: Monday - Friday 8am - 5pm.
• Full benefits: medical, dental, vision, 401K match, 7 company holidays and generous PTO.
• Visa sponsorship is not available; candidates must be authorized to work in the United States without sponsorship now or in the future.
• Pay range: $24 — $25 USD.