F&S Service Coordinator

Description

• Ensures that all customer account information required to support call management activities and scheduling of tasks are kept up to date.
• Ensures work has been performed to the customer’s expectations and performs follow-up with the customer, as needed.
• Answers any customer inquiries and resolves or escalates customer issues, as appropriate.
• Participates in business review meetings by preparing and discussing critical account information pertinent to current profitability status (i.e., outstanding claims, PSA variance, Accounts Receivable issues) and customer satisfaction issues.
• Ensures Technicians are provided daily schedules.
• Periodically performs duties of the Customer Service Agent Assistant as overflow demands.
• Assign inspections to the optimal technician based on skills, territories, customer preferred technician (if applicable), availability of the technician, service contract response time, criticality of the call and proximity to the customer
• Follows up on activities to ensure completion in an established timeframe.
• Answer incoming customer calls and resolve issues and/or take notes to pass to appropriate department
• Researches and follows up on questions identified during monthly business review.
• Communicates the action plan and services to be provided directly to the customer.
• Upon completion, reconciles all service requests daily.
• Develops and maintains viable long-term relationships with customers and subcontractors.
• Measure branch activity and compliance with program initiatives, identify areas that require improvement, and develop and implement action plans with branch/region management. Monitor effectiveness and take corrective actions as required.
• Receives customer requests for unscheduled or scheduled service. Determines customer needs and matches appropriate Technician or Team Lead to the need.
• Assists with creation of L&M quotations.
• Maintains consistent communication with assigned Technicians.
• Facilitates administration of warranty claims.
• Communicate and resolve issues with customers and personnel regarding the scheduling of inspections work. Alert management of potential problems resulting from customer or field complaints and work to resolve.
• Coordinates labor scheduling to align technician to the appropriate customer and service need.
• May guide and prioritize the activities of the Customer Service Agent Assistants.

Requirements

• Must have the ability to simultaneously handle a large and diverse number of projects, tasks and issues with tact, cooperation, and persistence.
• Must have strong interpersonal skills to effectively communicate with both internal and external clients.
• Able to influence diverse teams to accomplish tasks/goals.
• Experience and/or basic project accounting or costing principals is desired.
• Able to prioritize work activities based upon financial impact to desired business goals.
• Associates degree preferred, high school diploma or equivalent required
• Must demonstrate the ability to perform work independently and demonstrate solid organizational and attention to detail skills.
• Preferred minimum of five years of service industry experiences managing service operations and/or service scheduling.

Benefits

• Global Advancement Opportunities
• Medical/Dental/Vision insurance
• Employee Assistance Program
• Short-Term and Long-Term Disability
• 401(k) savings plan with company match
• Wellness Program
• Competitive Starting Pay
• Health Savings Account (HAS)
• Comprehensive Benefits
• Life Insurance
• Referral Bonuses
• Paid Training

Training + Development

Interview process

Visa Sponsorship

Security clearance