Production Service Coordinator

Compensation: $20.00–$25.00 per hour, based on experience

Department: Production

Position Type: Hourly

Matrix Basement Finishing is seeking a highly organized, detail-oriented, and customer-focused Production Service Coordinator to support our growing Production Department. This role is responsible for coordinating service calls, responding to customer inquiries, supporting permit submissions and follow-ups, and ensuring production-related administrative tasks are completed accurately and efficiently. The ideal candidate is a proactive problem-solver who demonstrates excellent phone and email etiquette, manages multiple priorities, and takes ownership of responsibilities from start to finish.

• Serve as a primary point of contact for homeowner service requests, warranty concerns, and production-related inquiries.
• Respond promptly and professionally to incoming customer phone calls and emails.
• Provide clear updates regarding service scheduling, progress, and resolution.
• Handle customer concerns with patience, professionalism, and a solutions-oriented approach.
• Maintain consistent communication with customers, Field Managers, and Production leadership.

• Receive, document, prioritize, and track incoming service requests.
• Coordinate service appointments with Field Managers, technicians, and subcontractors.
• Monitor open service tickets and ensure timely follow-up through completion.
• Communicate scheduling changes, delays, and updates.
• Escalate urgent or unresolved issues to appropriate production leadership.
• Confirm service completion and follow up with homeowners regarding satisfaction.

• Assist with preparing, organizing, and submitting permit applications to municipalities and local building departments.
• Ensure required permit documentation is complete and accurate prior to submission.
• Track permit application statuses and proactively follow up with municipalities regarding pending approvals.
• Communicate permit-related updates, deficiencies, and outstanding requirements to the Production Department.
• Coordinate with internal teams to obtain missing information or additional documentation.
• Maintain organized records of permit submissions, approvals, correspondence, and follow-up activity.
• Identify potential permitting delays and elevate concerns that may affect project schedules.
• Ensure permit-related tasks are followed through to resolution and properly documented.

• Maintain accurate customer records, service logs, permit tracking information, and task lists.
• Enter and update service requests and documentation within Buildertrend or other company systems.
• Assist Field Managers and Production Managers with scheduling, documentation, and administrative responsibilities.
• Track outstanding tasks, deadlines, and customer commitments.
• Coordinate communication between production, operations, and customer service teams.
• Support process improvements that increase departmental efficiency and customer satisfaction.

• Respond promptly and professionally to homeowner inquiries.
• Keep service requests organized and moving toward resolution.
• Maintain accurate, up-to-date permit tracking and proactively follow up on pending applications.
• Identify and communicate potential scheduling or permitting delays.
• Ensure customers receive consistent communication.
• Complete administrative tasks accurately and on time.
• Demonstrate ownership, independence, and accountability.
• Help the Production Department operate more efficiently.

You are someone who enjoys solving…