Administration Specialist / Service Coordinator

Service Coordinator

1. Every morning meet with dispatch to verify the schedule.

2. Pull permits for all departments in the company.

a. Update the operating system properly with any updates

b. Final Inspections

i. As-Builts

ii. Ridgid connect

iii. Right of Way

c. Update the account manager with any changes needed by the municipality.

3. Call/apply for all locates.

a. Update operating system with information

3. Include any email PDF’s or photos.

4. Third in line for phone call coming into the office.

a. Able to answer when others are busy or on vacation.

b. Take down notes or transfer to the proper person.

5. Make cold calls to former or potential new customers to get work in the door.

a. Work with operations for target market

Duties/ Responsibilities:

Customer Service

1. Maintain a high level of professionalism and patience with coworkers and customers

2. Identify and assess customers’ needs to achieve satisfaction and fast solutions

3. Build sustainable relationships, positive rapport and trust with customers over the phone

4. Answer incoming calls regarding service questions, scheduling, payments, billing issues, and general customer concerns

5. Update customer information in the customer database during and after each call

6. Properly use dispatch software to accurately maintain customer records and schedule service team accordingly for sewer inspections

7. Schedule customers efficiently and accurately to improve dispatch and service time-frames

8. Keep records of customer interactions, process customer accounts and file documents

9. Handle customer complaints, provide appropriate solutions and alternatives, and follow up to ensure resolution

10. Follow communication procedures, scripts, guidelines and policies

11. Securely take payment information and other pertinent information such as addresses and phone numbers

12. Stay up to date on company deals and promotions and inform customers of discounts they can take advantage of

13. Alleviate workload for miscellaneous office duties including answering phones, responding to emails, word processing of proposals, field support, project management, purchase of materials, and various duties for customers or vendors

14. Assist with internal office processes and field support for matters related to credit cards, invoices, phone interactions, data entry, inventory and paperwork