Fire Service Coordinator

• Location 695 S Glenwood Place,Burbank, CA, 91506,United States
• Base Pay $22.00 - $33.00 / Hour
• Relocation Expense Covered No
• Employee Type FT Non-Exempt
• Manage Others No

Position

Purpose:


The Service Coordinator is responsible for providing a high level of customer service to both Internal and External customers. He/She has the focus of converting incoming service requests into scheduled service calls, including all necessary customer information and scheduling the appropriate technician. The Service Coordinator is responsible for prioritizing, organizing and dividing incoming calls, assigning them timely and according to customer needs.

He/She is primarily responsible for working a Service Board and Dispatch Portal keeping it updated and accurate.
Responsibilities are not limited to but will also include customer service follow up calls, assisting Service Technicians with any and all requests while in the field, ensures customer data is accurate and all necessary documentation is present prior to billing, and maintains the company CRM keeping it updated at all times. This position will also serve as a backup when needed to the Fire Test Repairs Coordinator.

Primary Interactions:
Internal:
All levels of Administrative and Management positions across all Divisions and Departments and Service Technicians
External:
Customers, Vendors, Manufactures and Contractors

• Responsible for triaging and scheduling all incoming service requests; creating and updating ticket content as required and communicating service information/expectations timely to both the customer and Service Technician.
• Supports Service Technicians in the field; communicates with them closely to ensure customer and ticket information is updated and completed accurately. Assists Technicians with any parts research or ordering.
• Ensures that the most applicable Service Technician is assigned to the Service Ticket according to customer request and availability.
• Works a Service Board and Dispatch Portal assigning service calls and meeting ticket monitoring and updating in accordance with Service Department guidelines and expectations.
• Follows defined daily Opening and Closing procedures.
• Keeps information updated and relevant in company CRM system ensuring both customer and technician are communicated with promptly and accordingly.
• Performs customer satisfaction surveys/follow ups and brings concerns and/or issues that can and may impact Customer Service standards to Department Management.
• Works closely with all key personnel involved in any billing/collection efforts. Is a supporting role to ensure timely and professional communication is made/received, supports any documentation requests or correction needs, logs any action/communication into the company CRM via configurations.
• Manages own time and resources to achieve identified objectives; is diligent in meeting all communicated/defined deadlines. Monitors and updates tickets assigned to them in company CRM.
• Ensures that regular and consistent communication takes place with both internal and external customers. Acknowledges and addresses requests received via phone, email or company systems daily.
• Enters accurate time daily on timesheet; providing a real time visual to company management.
• Any additional duties as assigned.

• Ability to read, write, hear, speak, and comprehend English
• Excellent written and verbal communication skills
• Critical thinking, decision making and problem-solving skills
• Planning and organizational abilities
• Results oriented:
  Ability to achieve the target within given time
• Analytical skills to forecast and identify trends and challenges
• Customer Service driven
• Geographical knowledge of service area
• Fire Life Safety knowledge (preferred)
• Intermedia…