Coordinator

JOB TITLE: SERVICE COORDINATOR

REPORTS TO: Operations Manager.

JOB PURPOSE: The basic function of the Service Department Coordinator is to ensure that the company responds quickly to service and repair calls requested by clients and that agreed-upon service schedules are maintained with optimum efficiency, safety, profit, and client service.

DUTIES & RESPONSIBILITIES:

· Ensure that all service calls are handled in a timely manner.

· Scheduling appointments, as required via email or in computer program

· Ensure that any response to clients’ service and repair needs is rapid and appropriate personnel are quickly assigned to complete tasks, as needed

· Ensure all service done is followed up with a phone call to make sure service was completed and the customer is satisfied if the appointment was due to a complaint given to the tech or office,

· Submit work or activity reports according to Company policy.

· Attempt to resolve client complaints. All client complaints must be reported to the Service Manager.

· Immediately notify any injuries, safety issues, unresolved client complaints or other service field problems to the Service Manager.

· Maintain good, business-like relations with other employees, supervisors, trades, suppliers, and clients.

· Adhere to and enforce Company policies regarding safety, ethics, conduct, and appearance.

· Create and update all work orders.

· Perform all other tasks, within job requirements, as assigned by the Service Manager. .

· When requested, train other employees.

· When necessary and requested, assist other office personnel

QUALIFICATIONS

Education:

• Required: High School graduate

• Preferred: College degree BA or BS

Experience:

• 5 years’ demonstrated experience in leading and managing a service department that provides concierge-level customer service.

Expectations:

• Exhibit a professional, business-like appearance and demeanor.

• Superior customer service

• Entrepreneurial mindset that’s hard-wired toward learning, change and self-awareness.

• Create a positive work environment and develop positive work relationships with others — staff, clients, and vendors.

• Ability to be resilient, flexible and responsive to the changing needs of the business, the industry and clients.

• Ability to collaborate with leadership team, management team and staff to ensure ongoing improvement and profitability of the company.

• Take initiative in troubleshooting and problem solving with a solutions-based focus.

• Ability to work both independently and within a team.

• Ability to prioritize and reprioritize as needed to achieve expected results — for self and others.

• Analytical and observational skills that demonstrate an ability to work unsupervised, supervise others, follow company policy, and interact effectively with employees and clients.

• Detail oriented with strong organizational skills.

• Model accountability, measure progress and hold self and others accountable for desired results.

• Maintain a high level of confidentiality.

Knowledge & Skills:

• Excellent written and oral communications skills, including:

- Fluent in English: Speaking, Understanding, Reading and Writing.

- Ability to read and interpret documents such as safety rules, operating and maintenance instructions and procedure manuals.

- Working knowledge of Spanish is desirable, but not required.

- The use of analytical and observational skills which demonstrate an ability to work unsupervised, supervise others, follow company policy, interact with employees and clients, and schedule service calls in stressful situations.

Industry-specific, including:

- Familiarity with a variety of electrical field concepts, practices, permits, electrical maintenance and terminology.

- Working knowledge of electrical systems, equipment and related components.

Working conditions:

• Fast-paced environment requiring flexibility, adaptability and resilience in a wide variety of work situations.

• Customer service may include interacting with challenging clients and tight deadlines.

• General office environment, with low to medium noise, low to medium heat and cold, and low to medium dust levels.

• May be exposed to high dust, heat and noise levels when visiting field job sites and/or client locations.

• Occasional emergency calls after hours, holidays and on weekends.

Physical requirements:

· Body Positions: Standing, sitting

· Body Movements: Walking, stooping, bending

· Sensory Abilities: Sighted, voiced, and hearing. Close, color, and peripheral vision with ability to adjust eye focus.

· Lifting: Low – up to 20 lbs.

Reasonable accommodations will be made for individuals with disabilities to fulfill the essential tasks of this position.