Highway Maintenance Service Coordinator

Calvert Co; Northern (KY); On-site; USD 38,000 - 43,000; Full time

Job summary

Calvert County seeks a Highway Maintenance Service Coordinator to manage citizen requests from initial contact to resolution. You will use Infor, Workday, and Zendesk to track CSRs, work orders, and maintenance records while coordinating with staff, contractors, and utilities.

The role supports snow removal operations, maintains snow books, and prepares routine reports. Strong multitasking and professional communication are essential.

Qualifications

• Two years of customer service experience and office support work.
• Experience with computers and standard office software.
• Knowledge of road maintenance processes is a plus.

Responsibilities

• Process CSR entries in Infor and track work orders.
• Coordinate snow removal and document records.
• Interact with residents and internal staff to resolve issues.
• Prepare weekly CSR summary reports with photos in PowerPoint.

Skills

Customer service

Multitasking

Communication

Problem solving

Education

High school diploma or GED

Tools

Infor Work Order

Zendesk

Workday

GIS maps

Job description

## Highway Maintenance Service CoordinatorApplylocations: HWY MNT STF RD - MAINT GARAGEtime type: Full timeposted on: Posted Todaytime left to apply: End Date: September 4, 2026 (20 days left to apply)job requisition id: JR102270**Job Description:****ATTENTION:** This job announcement will close at 11:59 pm Eastern Time on either:(A) September 3, 2026, or(B) The date that 50 applications are received; whichever occurs first.If the announcement closes on the date that 50 applications are received, all applications submitted by 11:59 pm that day will be given consideration, including those in excess of 50.**The Highway Maintenance Service Coordinator serves as the primary point of contact for citizens, providing exceptional customer service and coordinating highway maintenance requests from initial contact through resolution. This position manages customer service requests, work orders, and maintenance records using Infor, Workday, and other database systems while ensuring accurate documentation and timely follow-up. The Service Coordinator works closely with Highway Maintenance staff, contractors, utility companies, and other County departments to coordinate services and resolve issues efficiently. Strong organization, recordkeeping, and attention to detail are essential for maintaining reports, rights-of-way records, equipment service schedules, and operational data. The position also supports snow removal operations by coordinating contractors, tracking assignments, verifying invoices, and maintaining snow operation records. The ideal candidate excels at multitasking, communicating professionally, and managing competing priorities in a fast-paced environment. Proficiency with Microsoft Office and database systems is required, along with strong administrative and problem-solving skills.**Manages the daily use of the Infor database, including customer service request (CSR) entries and tracking. Provides customer service to Calvert County residents, responding to road maintenance inquiries and follow-ups. Tracks snow contractors, verifies invoices and hours, and updates snow operation records (“snow books”). Coordinates and enters vehicle and equipment PM services and related service requests.**Essential Job Functions**Receives and responds to citizen phone calls and walk-ins, recording service requests into the Infor Customer Service module; notifies Road Supervisors of new requests and tracks unresolved issues across Infor, Zendesk, and email platforms. Enters work orders from citizens, internal Highway Maintenance staff, and other departments into the Infor (formerly referred to as Hansen) Work Order Database. Sources the updated County Rights-of-Way (ROW) list annually from the Department of Public Works Asset Manager. Maintains and organizes engineered plans, departmental plan library, and documents indicating County rights-of-way.Prepares and distributes weekly CSR summary reports with photos in PowerPoint format; monitors CSR completion using Infor to track work performed by Highway crews.Coordinates Community Service and Work Detail programs when associated with Highway Maintenance work.Coordinates with Fleet Maintenance to track vehicle and equipment preventive maintenance (PM) service schedules, enter service requests, and maintain an up-to-date inventory list. Maintains files of Operator Daily Checklists to monitor equipment and vehicle service needs.Prepares reports on incomplete work, project updates (e.g., paving, line striping, litter control), and maintenance tasks such as mowing, pothole repair, sign installation, ditch and pipe work, and snow removal lane miles.Requests and tracks Miss Utility tickets; coordinates with utility companies (e.g., Water & Sewer, SMECO, Comcast, Verizon) when needed for line damage or related issues.Researches storm drain easements related to citizen drainage assistance requests; prepares Temporary Construction Easements for citizen signatures as neededTracks personnel training, including flagger certification, CDL licensing, and environmental compliance (“Green Card”).Provides backup for the Highway Maintenance Executive Administrative Aide and supports payroll and personnel tasks such as entering purchase orders, paying invoices, and monitoring payroll using Workday.Provides office coverage during weather events and other emergencies to ensure operational continuity. Works the full duration of weather or emergency events, calling in contractors, tracking assignments, collecting and organizing contractor paperwork, and supporting office operations throughout.Supports Highway and Procurement in overseeing the County’s Snow Removal Contract.Manages and updates the County Snow Book, including snow routes for both County employees and contractors.Tracks snow contractor vehicle inspections, required paperwork and communicates via email with contractors for pre- and post-season meetings and expectations.Verifies snow contractor invoices against inspector time reports and approves them for payment; maintains snow event budget spreadsheet.**Other Duties****Knowledge, Skills, and Abilities (These are pre-employment KSA that apply only to Essential Job Functions.)**Knowledge of--* Road and highway maintenance procedures, including snow removal, paving, mowing, drainage, and related operations.* Database systems such as Workday, ZenDesk, and Microsoft Outlook. Infor; Work Order system and Customer Service modules.* Use of GIS maps and other mapping tools.* County rights-of-way and easements.Skill in--* Providing effective internal and external customer service.* Use of Microsoft Office applications, including, but no limited to, Word, Excel, PowerPoint, SharePoint, and Outlook.* Tracking work orders, contractor activities, maintenance schedules, and equipment service records.Ability to--* Perform general office clerical work quickly and efficiently.* Follow oral and written instructions.* Communicate professionally with the public, coworkers, and contractors to explain services, receive requests, and resolve concerns.* Manage contracts, monitor contractor compliance, and verify invoices against documentation.* Maintain accurate records and detailed service logs.* Work independently and multitask in a fast-paced environment.* Operate standard office equipment and use various databases and software systems.**Required Qualifications (Note: Any acceptable combination of education, training and relevant experience that provides the above knowledge, abilities and skills may be substituted on a full-time year for year basis.)****Training and/or Education:**High school diploma or GED equivalent.**Experience:**Minimum of two (2) years of experience providing customer service and performing administrative, clerical, or office support work, including the use of computers and standard office software.**Licenses or Certificates:**None.**Special Requirements:**This position is classified as Essential Personnel and requires availability to work extended hours during weather events and emergency situations, including overnights, weekends, and holidays.* Must be able to remain on-site for the full duration of emergency events to support operations.**Physical Demands:*** Must be able to work long hours during emergencies and weather-related events, including overnight, weekend, and holiday shifts as needed.* Frequent operation of a computer and other office equipment for extended periods, often with interruptions.**Unusual Demands:*** Required to work outside of regular business hours, sometimes on short notice, as part of emergency or essential operations support.**FLSA Status:**Nonexempt**Compensation Steps:**Pay rate: $27.26 - $31.22 per hour; $56,701 - $64,938 annuallyGrade 719, full-time position, 40 hours per weekDepartment of Public Works, Highway MaintenancePosition closing date: September 3, 2026**Please Note: This position will close at 11:59 p.m. on September 3, 2026. To be considered for the role, ensure that your application is submitted before the deadline. The position will be removed from the website as of 12:00 a.m. on September 4th.**