Service Coordinator Des Moines

Marick Mechanical; Des Moines (IA); On-site; USD 36,000 - 48,000; Full time

Job summary

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.

Responsibilities

• 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.

Skills

Customer service

Team player

Multitasking

Attention to detail

Education

High School diploma or GED

Tools

Microsoft Office

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