Service Coordinator

Marick Mechanical; West Des Moines (IA); On-site; USD 35,000 - 50,000; Full time

Job summary

Marick Mechanical located in West Des Moines, Iowa, is looking for a Service Coordinator who will manage customer intake and coordinate technician dispatch. The role requires strong customer service skills and experience in a fast-paced environment.

Ideal candidates will have at least 3 years of experience in customer service, preferably within the construction or service industry. Proficiency in Microsoft Office applications is essential. Join us to help maintain high standards of service for our clients.

Qualifications

• 3 years of customer service experience in a sales/office/corporate setting.
• Experience in the construction/mechanical/service industry is preferred.
• Ability to work in a fast-paced environment.

Responsibilities

• Answer phone calls for customer service requests and schedule technician visits.
• Create, open, assign, and close work order requests.
• Provide real-time updates via notes in work orders.

Skills

Customer service experience

Multitasking

Attention to detail

Team player

Proficiency in Microsoft Word

Proficiency in Excel

Proficiency in Outlook

Education

High School diploma or GED

Job description

Overview

The Service Coordinator’s responsibility is to complete intake of customer information and coordinate internally to ensure proper work execution. Additionally, corresponding with technicians in “Real-time” to complete close out process to help maintain the quality of services to our customers.

Responsibilities

• Answer phone calls for customer service requests; provide customers with the appropriate timing for when the technician will arrive onsite
• Reference client service history for new work orders created to ensure proper authorization, credit limits/payment information/COD status, and identify any possible discrepancies
• Work within customer portals to provide quotes and perform follow up calls with customers
• Create, open, assign, and/or close work order requests
• Real time updates via notes in each work order description and various client portals
• Review technician descriptions on completed work orders for overall literacy, grammar, and spelling, perform visit reviews
• Correspond with technicians to ensure proper close-out of service calls prior to being dispatched to next call
• Utilize GPS tracking software to run truck reports, cross reference ticket times, and provide system generated reports when required
• Dispatch technicians to calls in line with their department and abilities
• Provides updates on parts ETA
• Own and maintain service job life cycle within our utilized software

Requirements/Qualifications

• 3 years of customer service experience in a sales/office/corporate setting
• High School diploma or GED
• Construction/Mechanical/Service industry experience
• Ability to work as a team player
• Ability to multitask in a fast-paced environment
• Attention to detail and organization
• Proficiency in Microsoft Word, Excel, & Outlook