Service Coordinator SEI

Marick Mechanical; Hiawatha (IA); On-site; USD 42,000 - 54,000; 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 ideal candidate has 3 years of customer service experience, a high school diploma or GED, and is proficient with Word, Excel and Outlook; construction/mechanical/service industry experience is a plus.

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.

Responsibilities

• Answer phone calls for customer service requests; provide timing for technician arrival onsite.
• Reference client service history for new work orders to ensure proper authorization and payments.
• Work within customer portals to provide quotes and perform follow up calls 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 orders for literacy, grammar, and spelling.
• Correspond with technicians to ensure proper close-out of service calls.
• Utilize GPS tracking to run truck reports and provide system reports when required.
• Dispatch technicians to calls in line with department capabilities.
• Provide updates on parts ETA.
• Own and maintain service job life cycle within our software.

Skills

Customer service

Team player

Multitasking

Attention to detail

Organization

Education

High School diploma or GED

Tools

Microsoft Word

Microsoft Excel

Microsoft Outlook

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