Client Resource Coordinator
About The Position
Under general supervision, the Client Resource Coordinator manages customer requests for fire alarm and/or security installation projects from initiation through completion. The role maximizes technical resource productivity and profitability by efficiently scheduling and dispatching technicians, with guidance from team leads. It partners with Operations/Installation field and operations managers to schedule installation work within a reasonable timeframe, meet customer expectations, and stay within project scope. The coordinator assesses technical team performance and makes adjustments to support customer satisfaction cost-effectively. The position receives requests from customers, electrical contractors, project managers, and project coordinators; determines customer needs; matches technicians to work; communicates schedules; follows up to confirm work meets expectations; and resolves or escalates customer issues. It coordinates labor and technician schedules, provides technicians with daily project details and contact information, maintains communication with technicians, and follows up to ensure work is completed on time. Additional duties include managing installation email inboxes and project documentation, developing customer and contractor relationships, participating in weekly operations/installation meetings, researching questions raised during monthly business reviews, and supporting business reviews, billing, and customer retention. The coordinator may also work with the Service Scheduling team and perform other assigned administrative duties.
Requirements
- High school diploma or equivalent required.
- Ability to work independently.
- Solid organizational and attention-to-detail skills.
- Strong interpersonal skills and ability to communicate effectively with internal and external clients.
- Ability to handle a large and diverse number of projects, tasks, and issues simultaneously with tact, cooperation, and persistence.
- Ability to prioritize work activities based on their financial impact on business goals.
- Ability to influence diverse teams to accomplish tasks and goals.
Nice To Haves
- Associate degree preferred.
- A minimum of five years of service industry experience managing service operations and/or service scheduling is preferred.
- Experience with basic project accounting or costing principles is desired.
Responsibilities
- Coordinate customer fire alarm and/or security installation project requests from initiation through completion.
- Schedule and dispatch technicians to maximize technical resource productivity and profitability.
- Partner with Operations/Installation field and operations managers to schedule work within a reasonable timeframe, project scope, and customer expectations.
- Receive requests from customers, electrical contractors, project managers, and project coordinators; assess customer needs and match them with appropriate technicians.
- Communicate schedules directly to customers.
- Confirm work meets customer expectations, follow up as needed, and answer, resolve, or escalate customer inquiries and issues.
- Reconcile external and internal customer requests daily upon completion.
- Coordinate labor schedules, including matching technicians with customers and required licensing when applicable.
- Provide technicians with updated daily schedules through the scheduling platform, including project scope and contact information.
- Maintain consistent communication with assigned technicians and follow up to ensure work is completed within established timeframes.
- Manage multiple installation email inboxes for daily construction reports, NFPA 72 records of completion, and test and inspection reports.
- Build and maintain long-term relationships with customers, electrical contractors, and subcontractors.
- Participate in weekly Operations/Installation meetings and discuss scheduling status and positive or negative customer-satisfaction issues.
- Research and follow up on questions identified during monthly business reviews.
- Work with the Service Scheduling team on requests to maintain installation technician utilization or address special scheduling situations.
- Provide business review, billing, and customer retention support.
- Answer incoming customer calls, resolve issues, or record information for the appropriate department.
- Perform other assigned duties and administrative activities.
Benefits
- Competitive benefits package
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What This Job Offers
Job Type
Full-time
Education Level
High school or GED
