Client Resource Coordinator 4
About The Position
Under general supervision, the Client Resource Coordinator coordinates customer service requests from initiation through service completion. The role maximizes technical resource productivity and profitability by efficiently scheduling and dispatching Technicians with guidance from Team Leads. Working with the Service Team Manager, the Coordinator helps ensure technical service work is completed within a reasonable timeframe and meets customer expectations. The role assesses technical team performance and makes adjustments to support customer satisfaction cost-effectively. The Coordinator receives and evaluates customer requests, communicates planned services, follows up on completed work, and responds to or escalates customer issues. The position also supports scheduling, service quotations, account relationships, execution planning, business reviews, forecasting, change orders, billing, customer retention, and warranty claims. The role may guide Customer Service Agent Assistants and perform their duties when demand requires.
Requirements
- High school diploma or equivalent required.
- Three to five years of service industry experience managing service operations and/or inspection.
- Ability to work independently.
- Solid organizational and attention-to-detail skills.
- Strong interpersonal skills 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 financial impact to business goals.
- Must work fully onsite.
Nice To Haves
- Associate’s degree preferred.
- Experience with or basic knowledge of project accounting or costing principles is desired.
- Ability to influence diverse teams to accomplish tasks and goals.
Responsibilities
- Receive scheduled and unscheduled inspection or service requests, determine customer needs, and match them with an appropriate Technician or Team Lead.
- Communicate the service action plan directly to customers.
- Confirm that work meets customer expectations, follow up as needed, answer inquiries, and resolve or escalate customer issues.
- Reconcile service requests daily upon completion.
- Coordinate labor schedules, provide Technicians with daily schedules, communicate with assigned Technicians, and follow up to ensure work is completed within established timeframes.
- Assist with creating labor and material quotations.
- Develop and maintain long-term relationships with customers and subcontractors.
- Prepare yearly, monthly, and weekly execution plans for PSA scheduled service visits.
- Prepare and discuss account information at business review meetings, including profitability status, outstanding claims, PSA variance, accounts receivable issues, and customer satisfaction issues; research and follow up on questions raised during monthly reviews.
- Keep customer account information required for call management and task scheduling up to date.
- Support business forecasting.
- Process change orders.
- Provide business review, billing, and customer retention support.
- Facilitate administration of warranty claims.
- May guide and prioritize the activities of Customer Service Agent Assistants.
- Periodically perform Customer Service Agent Assistant duties to address overflow demands.
- Perform other assigned duties and administrative activities.
Benefits
- Competitive benefits package.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
