Service Coordinator II

Service Coordinator II

The Service Coordinator II supports COBI Service Operations in the organization of the scheduling service agreement remote support, client consultations and on-site visits. The Service Coordinator II provides second-tier telephone support to the customer to fulfill customer support requirements, ensures efficient operation of the service coordination team, and handles escalations from other service coordinators when problem resolution is not possible within the contracted timeline window.

This position also acts as support to the Service Manager.

Pay Range: $35 - $43 per hour, plus potential profit share.

Medical, Dental and Vision Insurance, Voluntary Life Insurance, Voluntary Accident and Critical Care Insurance, Basic Life, Short-Term and Long-Term Disability, Employee Assistance Program (EAP), 401(k) with Employer Matching contributions, Profit Sharing/Bonus Program, Paid Time Off, Paid Community Service Day, 8 Paid holidays, Tuition Reimbursement, Pet Insurance, Legal and IDShield are offered to eligible employees.

Essential Duties and Responsibilities:

• Handle escalation requests and bring resolution to escalated issues from other service coordinators.
• Provide guidance and support to other service coordinators on scheduling, material ordering, and customer service needs.
• Identify efficiency gaps and pro-actively work to improve service coordination processes.
• Create and maintain a master service agreement schedule layout to provide labor loading and forecasting requirements to the Service Manager.
• Coordinate and schedule work for service projects and other complex service calls requiring scheduling coordination with other trades.
• Receive salesperson service quotes, tech quotes and set up quotes in the Field Service System and shared folders.
• Support other service coordinators in receiving and prioritizing requests for service from building owners and facility managers via Telephone and/or e-mail.
• Ensure accurate routing of calls and service requests to the correct queue for response.
• Schedule and dispatch technicians to address service requests and system issues, updating schedules as they change.
• Work with vendors to order service equipment, parts and materials as required.
• Maintain accurate records of service requests, system repairs, and technician schedules.
• Monitor, track, and provide regular updates and communication with the customers on the status of service request status, technician quotes and repairs.
• Schedule service to satisfy contract requirements and optimize manpower utilization while monitoring customer satisfaction
• Assure that no work is performed outside contractual obligations without compensation while also ensuring all costs are captured and documented in the Field Service System.
• Provide sales with qualified leads and alerts sales about competitive sales efforts.
• Other duties as assigned.

Qualifications:

• 6 years of call desk experience
• High computer literacy and proficiency with Microsoft Outlook, Word, Microsoft Project and Excel
• Capability to communicate effectively, both verbally and in writing
• Ability to handle a heavy workload of calls while maintaining a high degree of accuracy
• Strong attention to detail and accuracy
• Ability to mentor and provide peer-to-peer support to other team members

Preferred Qualifications:

• Associate’s degree in business
• Experience with MS project
• No candidate will meet every single desired qualification. If your experience looks a little different from what we’ve identified and you think you can bring value to the role, we’d love to learn more about you!

Physical Requirements:

• This position may require lifting to 25 lbs. from floor to counter top and counter top to floor.
• This position may include sitting for extended periods, lifting,…