Service Project Coordinator

Job Description

Under the direction of the Sales Manager and assigned Project Manager(s), this position is responsible for providing administrative support for the Service Sales Engineers, Project Management Team, and Plumbing Field Team.

Essential Duties and Responsibilities:

Schedule and Route Optimization

• The Project Coordinator acts as the dedicated bridge between Dispatch, the Field, and our Clients. Call centers and dispatch teams are built for speed, volume, and immediate routing; they get bogged down when forced to manage multi-step, ongoing issues. This role takes ownership of those escalated, long-term, or high-tier requests, providing "white-glove" oversight to ensure complex jobs are executed flawlessly from intake to completion.

Key Responsibilities

• Take ownership of escalated or complex service tickets handed off from Dispatch or PM's.
• Serve as the dedicated, single point of contact for clients requiring multi-step service or project fulfillment.
• Coordinate schedules, parts, resources, and communications between field technicians, internal departments, and third-party vendors.
• Monitor ongoing project timelines to ensure longer-term deliverables do not stall or fall through the cracks.
• Proactively update clients on the status of their service requests to eliminate inbound follow-up calls to the dispatch team.
• Maintain accurate, detailed records of complex cases within the company's CRM or project management software.
• Board Management:
  Constantly shifting the puzzle pieces throughout the day as jobs run long or finish early. A PC is always thinking two moves ahead.
• Skill Matching:
  Assigning complex jobs to senior technicians, while routing simpler tasks to junior techs.
• Equipment Assignment:
  Scheduling out equipment to techs for high level tracking.
• Last Calls:
  Pushing to get last calls covered.

Call Triage and Customer Service

• Prevent Technicians from responding without necessary context:
  Technicians need enough information to mentally prepare for the diagnosis, grab the right tools out of the truck, and approach the customer with the right tone. Ask probing questions during the intake call helps set our technicians up for success while on site. "Plumbing leak" does not provide enough of a description to provide the proper level of service. Technicians need to know the location, severity, and context of the issue so they know what to expect.
  
  The Project Coordinator helps fill any gaps prior to arriving on site.
• Emergency Triage:
  Differentiate between a true emergency and a nuisance issue and prioritize the schedule accordingly.
• Setting Expectations:
  Communicating arrival windows clearly and sending "on the way" notifications so customers aren't left guessing.
• De-escalation:
  Handling frustrated customers if a technician is running behind due to a previous job running long.
• Empathy:
  Customer State of Mind- (Urgency) Customer is frantic, water is actively destroying property. (Frustrating) Customer is annoyed, possible call back, invoice cost issue. Your role is to discern the situation and handle as a top priority for high level customer service.

Technician Support and Liaison

• Debriefing:
  Requiring techs to call or message in after every job to close out the ticket, ensure notes are accurate, and clear them for the next call.
• Logistical Support:
  Coordinating with parts supply houses if a tech needs a specific part or arranging for a junior tech to drop off a part to a senior tech on a big job.
• Gatekeeping:
  Making sure techs are on schedule and direct communication with techs and customers.
• Safety tool box talk documentation and tracking.

Administrative and CRM Management

• Data Integrity:
  Ensuring all customer information is updated (new chief engineer,) property rules and regs, entry codes, and job histories are accurately entered into the CRM.
• Permit Coordination:
  Assisting with pulling municipal permits for major work like sewer replacements or gas line repairs.
• On Call Calendar:
  Assigning tech to the on call schedule and managing holiday fairness.
• Backflow Portal Administrator:
  Entering in all backflow forms on agency portals.
• Track Service Calls:
  Notify the PM of a service call. Communicate with tech for…