Service Coordinator, Senior

Senior Service Coordinator

Operations Support

Dulles, VA
• Full-Time/Regular

Position Summary

As a Senior Service Coordinator, you play a key role in customer experience by taking pride in providing superior customer services over the phone and in person. We are customer centric and always strive to continue achieving our vision and mission of a positive emotional experience with every interaction we encounter. This role has limited supervision so having great time management skills is pertinent.

Great follow up skills and high level of initiative is expected in this role. Have great leadership skills and being proactive by continually communicating and engaging with the team to avoid any miss opportunities. You will have an opportunity to play an important role in assisting the Project Managers and Field staff in coordinating work plans and understanding margin impact.

Position Details

• Schedules and manages labor resources to support all service work including service projects, as well as the techs to support clients and business.
• Coordinates materials, sub-contractors and equipment based on needs, skill sets and availability for Service Order work & Maintenance Agreements schedules.
• May direct the workflow/mentor less-experienced team members.
• Proactively manages Service Agreement base to ensure we address any client satisfaction issues and manage retention.
• Responsible for generating, interpreting and printing various reports and contributing to the content.
• Facilitates new staff onboarding.
• Updates and retains customer account information related to special billing conditions, tax status, invoice approval contacts, billing addresses and special billing rates.
• Partners with Account Manager tasking and spend plans for renewals to maximize GM% & customer satisfaction Research and resolve expenses and reports discrepancies.

Qualifications

• Typically reports to Service Business Supervisor
• Works under limited supervision
• May direct work to less experienced team members
• Minimum high school diploma or GED
• Associate degree (AA) preferred
• 4+ years related experience and/or training
• Strong verbal and written communication skills
• Strong customer service skills
• Ability to coordinate projects
• Strong ability to multi-task and prioritize
• Strong attention to detail
• Strong Excel and Word skills

Benefits

As a 100% employee-owned company, we offer a comprehensive benefits package for you and your family:

• 401(k) plan with 50% company match (no cap) and immediate 100% vesting
• Medical, dental, and vision insurance (100% paid for employee)
• Annual bonus program based upon performance, achievement, and company profitability
• Term life, AD&D insurance, and voluntary life insurance
• Disability income protection insurance
• Pre-tax flexible spending plans (health and dependent care)
• Paid parental leave
• Paid holidays, vacation, and personal time
• Training/professional development opportunities and company-paid memberships for professional associations and licenses
• Wellness benefits

Pay:
Final pay is determined by the education, experience, knowledge, skills, and abilities of the applicant, internal equity, and alignment with market data. For Virginia this ranges from $67,910.00 - $80,257.00 plus annual incentive, benefits, and retirement program as outlined above.

Contingent Employment:
All employment offers are contingent upon successful drug tests, background checks, and professional reference checks. Roles that include driving as an essential job duty will be required to have a successful Motor Vehicle Record check (MVR). We are not able to offer sponsorship of employment at this time.

External Agency Announcement:
Its Southland Industries' policy not to accept candidate submissions from recruiting agencies without an active and authorized work order. Candidate ownership can only be established after a bona fide work order is issued by a member of the Southland Industries Talent Acquisition team and the candidate is appropriately submitted through our Applicant Tracking System (ATS).