Service Coordinator

Suwanee, United States | Posted on 09/09/2024

AAI Mechanical, INC is proud to be the single outsource partner to fulfill every material handling and facility need
-from docks and doors to material handling, plumbing and locksmith. Through our unique technology platforms and the industry’s most skilled workforce, AAI Mechanical, INC has the capabilities to offer complete, customized solutions for customers who are responsible for managing national, regional, and local facility operations.

Scope:

We are a small family-owned business looking for the right candidate for our growing business located in Suwanee GA.

The right candidate will be joining a team that prides itself on providing solutions to resolve any emerging problems that our customer accounts might face with accuracy and efficiency. You will be joining a winning team that is built on a strong foundation of communication, respect, and culture. This job requires some basic mechanical knowledge, and the target is to ensure excellent service standards, respond efficiently to customer inquiries and maintain high customer satisfaction.

Some on-call nights and weekends are required to handle emergency requests but are rotated amongst the other team members.

Responsibilities:

• Focusing on coordinating various aspects of service delivery, including scheduling, customer
• support, and resource allocation.
• Interact directly with customers to schedule appointments, provide updates on service status, and address inquiries or concerns related to service delivery.
• Manage incoming services calls via email, portals, and phone calls
• Identify customers’ needs to achieve high SLA’s meeting & exceeding customer expectations
• Build sustainable relationships and trust with customers through open and interactive communication
• Provide accurate, valid, and complete information by using the right methods/tools
• Provide appropriate customer solutions efficiently; follow up to ensure resolution
• Keep records of customer interactions, within CRM and customer portals
• Follow communication procedures, guidelines, and policies
• Build and develop solid relationships with vendor network

We are proud to be an equal opportunity provider

• Minimum 2 years’ experience in a customer service environment.
• Mechanical or technical background is a plus.
• Excellent communication skills; ability to communicate effectively with customers and management
• Professionalism in an office environment as well as on the phone.
• Ability to thrive in a fast-paced, technology driven, service environment.
• Proven organizational and planning skills.
• Ability to prioritize and handle multiple projects.
• General computer skills with experience in Microsoft Office Products
• Needs to be a team player and work well with others.
• Needs to be a self-starter and work with little or no supervision.
• Able to work overtime when assigned and/or required.
• GED or High School degree required.

• 5 sick days available immediately upon hire
• 10 vacation days will be accrued per year
• 8 Paid holidays including your birthday
• Online Learning Platforms: We offer a wide range of resources on various topics relevant to professional development
• Feedback and Performance Reviews: We provide regular feedback and performance reviews identifying opportunities for growth
• Career
  
  Coaching:
  
  We offer one-on-one career coaching sessions to help employees identify their strengths, goals, and development areas needed to navigate their career paths within the company

• Open Communication: Open and transparent communication is encouraged
• Recognition and Appreciation: Employees are recognized and appreciated for their contributions and achievements
• Empowerment and Autonomy: Employees are encouraged to innovate knowing that their ideas are valued by leadership
• Diversity and Inclusion: Diversity and inclusion are embraced as core values, and efforts are made to create a diverse and equitable workplace where all employees feel valued, respected, and included.
• Team
  
  Collaboration:
  
  Collaboration and teamwork are encouraged, with opportunities for employees to share knowledge and resources, and work towards common goals.