Service Coordinator Des Moines

Marick Mechanical; Des Moines (IA); Sur place; USD 36 000 - 48 000; Plein temps

Résumé du poste

Marick Mechanical is seeking a Service Coordinator to intake customer information and coordinate internally to ensure proper work execution. You will communicate with technicians in real-time to complete close-out processes and maintain service quality for customers.

The role requires 3 years of customer service in a sales/office setting, a high school diploma, and experience in construction/mechanical/service industries.

Qualifications

• 3 years of customer service experience in a sales/office/corporate setting.
• High School diploma or GED required.
• Construction/Mechanical/Service industry experience preferred.
• Ability to multitask in a fast-paced environment.

Responsabilités

• Answer phone calls for service requests and communicate technician arrival times.
• Review client service history to authorize orders, verify credit and COD status.
• Use client portals to create quotes and follow up with customers.
• Create, open, assign, and close work order requests.
• Provide real-time updates in work orders and portals.
• Review technician descriptions for accuracy; perform visit reviews.
• Coordinate with technicians to ensure proper close-out before dispatch.
• Use GPS reports to monitor truck activity and generate reports.
• Dispatch technicians according to department and skills.
• Provide updates on parts ETA.
• Own and maintain service job lifecycle in the software.

Connaissances

Customer service

Team player

Multitasking

Attention to detail

Formation

High School diploma or GED

Outils

Microsoft Office

Description du poste

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