Service Intake Specialist, Fast-Paced Ops

Pro Serv Food Equipment; Matthews (NC); On-site; USD 38,000 - 52,000; Full time

Benefits offered by this job

401(k)

401(k) matching

Bonus based on performance

Company parties

Competitive salary

Dental insurance

Donation matching

Health insurance

Opportunity for advancement

Paid time off

Vision insurance

Job summary

Pro-Serv Facility Solutions in New Bern, NC is seeking a Service Intake Coordinator to join our fast-paced operations. You will receive service requests by phone, email, and portals, create accurate work orders, verify details, and route to the correct dispatch team.

The role emphasizes organization, clear communication, and meticulous data entry. If you excel at multitasking, stay calm under pressure, and enjoy improving processes, we'd like to talk.

Qualifications

• Excellent phone and customer-service skills.
• Highly organized with excellent attention to detail.
• Able to manage multiple requests via phone, email, and portals.
• Strong written and verbal communication.
• Accurate data entry and process adherence.

Responsibilities

• Answer incoming customer service calls professionally and efficiently.
• Monitor and manage incoming service emails throughout the day.
• Receive service requests by phone, email, customer portals and internal teams.
• Create accurate service work orders in our service management system.
• Verify customer, location and contact information.
• Gather equipment information and a clear description of the reported problem.
• Obtain required PO numbers, NTE amounts and authorization information.
• Identify emergency and priority service requests based on company procedures.
• Check for existing/open work orders to prevent duplicate calls.
• Review customer account notes and special service requirements.
• Attach customer emails, photos, POs and supporting documentation to work orders.
• Route service requests to the correct Pro-Serv dispatch team.
• Immediately communicate emergency requests to Dispatch.
• Communicate with customers to confirm their service request has been received.
• Assist customers with basic service-request and status questions.
• Maintain accurate call notes and documentation.
• Keep the service intake queue clean and organized.
• Work closely with Dispatch, Account Management, Field Operations, Estimating and Billing.

Skills

Phone skills

Customer service

Organizational skills

Detail orientation

Multitasking

Clear communication

Typing speed

Software literacy

Teamwork

Calm under pressure

Tools

CRM software

Job description

Pro-Serv Facility Solutions in New Bern, NC is seeking a Service Intake Coordinator to join our fast-paced operations. You will receive service requests by phone, email, and portals, create accurate work orders, verify details, and route to the correct dispatch team.

The role emphasizes organization, clear communication, and meticulous data entry. If you excel at multitasking, stay calm under pressure, and enjoy improving processes, we'd like to talk.