SR Service Coordinator

RK Industries; Denver (CO); On-site; USD 43,000 - 54,000; Full time

Job summary

RK Industries, LLC in Aurora, CO is seeking a Senior Service Coordinator to assist in service coordination, field productivity and profitability. This onsite role supports the Field Services team from the Denver area, with benefits included and a pay range of $31 to $39 per hour depending on experience.

The position involves scheduling service, assisting field supervisors, handling high call volumes, resolving issues, and ensuring accurate documentation.

Qualifications

• High school diploma or GED with 3 years relevant experience.
• Associates degree in communications, sales, or related field preferred.
• Bilingual in Spanish is a plus.
• Excellent communication, customer service and organizational skills.

Responsibilities

• Schedule service, maintenance and warranty work with technician capacity in mind.
• Assist in planning and coordination of department resources and objectives.
• Answer high volume calls from internal and external customers.
• Aim for first call resolution and manage customer complaints promptly.
• Guide field staff on forms and ensure paperwork reaches the right departments.
• Coordinate daily with Superintendents and technicians to complete tasks.

Skills

Exemplary customer service skills

Excellent communication skills

Bilingual in Spanish

Great organizational skills

Punctual and reliable

Multitasking

Education

High school degree or GED with 3 years relevant experience

Associates degree in communications, sales, or related field preferred

Job description

Senior Service Coordinator

$31-$39/HR DOE + Benefits

Aurora, CO (Onsite)

Purpose of Position

Assists in the administration of service coordination, field productivity and field profitability. Also assists the Superintendents in achieving the goals and objectives of the Department.

Essential Duties/Responsibilities

• Schedule service, maintenance and warranty work taking into consideration the expected complexity of the work versus the experience and capabilities of the technician.
• Assist the Field Services Manager/Director and Superintendents in the planning, organization, motivation and coordination of the department's resources and objectives.
• Assists in answering heavy phone volume for both internal and external customers.
• Strives for first call resolution, assists in the resolution of customer complaints in a timely, efficient and cost effective manner, and knows when to reach out to management for assistance.
• Guide field staff in properly completing specialized forms required, and assist in getting the paperwork to the necessary departments.
• Daily coordination with the Superintendents and technicians.
• Takes responsibility for seeing the job is completed satisfactorily by following up on callbacks and completion of jobs.
• Initiates actions to verify or respond to changes in appointment times including contracting customers to verify scheduled appointments notifying customer when technicians will be late, reschedule missed appointments and place follow up calls.
• Accurately captures customer information GP Wennsoft, verifies documentation
• Checks in regularly with customersvia phone or email to stay on track, avoid problems and make sure the customer is pleased
• Makes appropriate judgements to remedy problems and ensure service recovery
• Actively listens to customers, sets clear mutual expectations, empathizes as necessary and is friendly and professional.
• Works with Field Supervisors to prioritize open calls and then dispatches in a timely manner.

Accountability

• Comply with all company policies and procedures.
• Prompt, punctual, and regular attendance during core business hours, in an office environment (not a telecommuting position), currently located in the Stapleton area of Denver, including a reliable means of transport to and from work.Ability to occasionally travel between corporate offices and jobsites within the Denver Metro Area, during work hours.
• All employees are accountable for safety and health and are empowered to stop work if an unsafe condition is present. Employees should immediately notify their supervisor so that the hazard may be corrected.

Minimum Physical Requirements

• While performing the duties of this job, the employee is regularly required to: stand, sit, talk, hear, and use hands and fingers to operate a computer, telephone, and a variety of office equipment.
• Occasionally may need to reach, stoop, or kneel.
• Specific vision abilities required by this job include close vision requirements due to computer work.

Qualifications

• High school degree or GED with 3 years relevant experience or equivalent combination of skills and experience.
• Associates degree in communications, sales, or related field preferred.
• Exemplary customer service skills.
• Must enjoy interacting with people.
• Great organizational skills
• Ability to take direction from various sources while handling multiple projects.
• Demonstrates professionalism and confidence.
• Punctual and reliable.
• Excellent communication skills - both verbal and written.
• Bilingual in Spanish a plus.

RK Industries, LLC is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, protected veteran status or any other status protected by applicable law