Service Coordinator SEI

Marick Mechanical; Cedar Rapids (IA); On-site; USD 42,000 - 52,000; Full time

Job summary

Marick Mechanical in Cedar Rapids, IA is seeking a Service Coordinator to manage intake of customer information and coordinate internal teams to ensure proper work execution.

You will communicate with technicians in real time, review work orders for accuracy, and maintain the service lifecycle across our software platforms.

Required: 3 years of customer service experience in a sales/office setting, a High School diploma or GED, and proficiency with Word, Excel and Outlook.

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 multitask in a fast-paced environment.
• Attention to detail and organization.
• Proficiency in Microsoft Word, Excel, & Outlook.

Responsibilities

• Answer phone calls for customer service requests; provide customers with ETA for technician arrival.
• Reference client service history to verify authorization, credit limits, payment information, COD status.
• Work within client portals to provide quotes and perform follow ups with customers.
• Create, open, assign, and close work order requests.
• Real time updates via notes in each work order and client portals.
• Review technician descriptions on completed work orders for literacy and accuracy.
• Correspond with technicians to ensure proper close-out of service calls prior to dispatch.
• Utilize GPS tracking software to run truck reports and generate system reports as required.
• Dispatch technicians to calls in line with department and abilities.
• Provide updates on parts ETA.
• Own and maintain service job lifecycle within our utilized software.

Skills

Customer service

Team player

Multitasking

Attention to detail

Communication

Microsoft Word

Microsoft Excel

Microsoft Outlook

Education

High School diploma or GED

Tools

GPS tracking software

Work order software

Customer portals

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