Service Coordinator

Description

Job Title: Service Coordinator

Division: Maintenance & Construction

Direct Reports To: Director of operations

FLSA Status: Exempt

Average Work Hours: 40 hours per week or as projects demand

Summary:

This position is responsible for the management of an assigned client portfolio. Responsibilities include the scheduling and coordination of work orders for clients, consistent communication with clients thru email and client portals as well as employees throughout the workday as to job completion and progress, management of budgets, provide leadership to Facility Service Technicians and Plumbers, preparing of client invoices upon the completion of all work orders and projects, preparing contracts for subcontractors, and adding support to Service Managers.

Essential Functions & Responsibilities:

· Review correspondence to assure compliance with customer, contractor and corporate Service Level Agreements (SLA) for all clients

· Take incoming calls & email requests from clients and schedule according to SLA’s

· Obtain knowledge of the service technicians’ capabilities

· Understand the different billing procedures for each individual client

· Provide daily communication to clients on job and work order progress

· Scheduling of subcontractors as needed

· Submittal of invoices to client within SLA timelines

· Work with procurement department for ordering materials as needed for job completion

· Update status of jobs and rescheduling of work on a daily basis

· Establish priorities for emergency dispatching

· Maintain client/work order data in software system

· Prepare estimates for clients per company timelines

· Ability to analyze situations promptly and to determine proper course of action

· Accomplish all work in accordance with predetermined deadline

· Issuance of purchase order numbers

· Communicate to technician’s Not To Exceed amount and get increases from clients as needed

· Manage project budgets on a daily basis

· Participate in any other relevant/appropriate training programs as requested by the company

· Establish and maintain effective working relations with all employees and clients

· Ensure employees are informed of job schedule and scope of work prior to commencement

· Maintain electronic filing system

· As required/requested, be prepared to carry out other duties and responsibilities, and assist other company personnel

· Actively pursue written goals on a monthly, quarterly, and yearly basis.

· Actively pursue career relevant education

Results Expected:

· Perform all tasks with sense of urgency to meet or exceed client and company SLA’s

· Respond to clients within 30 minutes

· Submit estimates to meet or exceed client’s timeline

· Be a team player

· Prepare and submit invoices daily

· Daily communication with clients as to work order status

· Timely and accurate software updates to include internal notes

· Must remain “coachable” and have a desire to learn

· Handle 550 work orders per month

· Maintain Revenue billings of $500,000.00 per month

Education and Experience:

· Associates degree or equivalent in related field

· Knowledge of business & management practices

· Knowledge of office administrative procedures

· Proficiency in Microsoft Office, Word, Excel, and Power Point

· Operate standard office equipment

· Basic accounting knowledge

Key Competencies:

· Multi-Task

· Ability to follow verbal and/or written instructions

· Ability to work under stressful conditions and to successfully handle stressful situations effectively

· Planning and organizing

· Teamwork

· Excellent communications skills, written and verbal

· Accountability

· Detail Oriented

· Ability to analyze, reconcile, and verify numerical information with precision

· Flexible

· Goal Driven

· Decisive

· Reliable

· Professional phone and e-mail etiquette

· Understanding and use of basic management concepts and principles including delegation and motivation

· Ability to obtain the proper information through verbal, written, and personal contact