Customer Service Coordinator

Classic Fire + Life Safety•Kelowna, BC

2d•Onsite

About The Position

The Customer Service Coordinator is a full-time position responsible for coordinating and scheduling our Field Technician Services Team. This role involves preparing, coordinating, and implementing schedules for the mobile Fire & Life Safety Inspections Services Team to meet scheduling KPIs. The coordinator will communicate with field staff, customers, contractors, and vendors regarding service appointments, assess job readiness, and ensure all scheduled jobs are verified with customers prior to field deployment. Maintaining accurate and updated appointment, software, and system records is crucial. The position requires ensuring field service staff are scheduled at least two weeks in advance, aligning appointment scopes with technician skills, and working with supervisors and managers to allocate appropriate time for inspection service jobs. The coordinator will also ensure Fire & Life Safety Inspections are completed on-time and error-free, communicate relevant information to stakeholders, track open jobs, and manage service appointments and schedules in the ERP and supporting software. Invoicing of Service work, including ITM, Deficiency Repairs, and Service Calls, and providing office operations with appointment information for job closeouts are also key responsibilities. Secondary accountabilities include maintaining accurate client records, assisting with mapping new business appointments and complex inspection services jobs, addressing work-in-progress reports, providing daily scheduling status updates, and scheduling sub-contractors while ensuring materials and paperwork are in order.

Requirements

Minimum 2 years’ experience in customer service, work planning, scheduling, dispatching, and redeployment type roles in service Industries
Ability to prioritize responsibilities, time management, people skills (communication) and teamwork are all necessary skills for success in this role.
Planning, scheduling, and detailed time management skills are a must
Organized, Strong attention to details and record keeping focus to ensure division’s scheduling needs
Able to process documentation and understand completeness formatting and consistency requirements
Keep informed of scheduling system revisions and upgrades
Understanding and ability to work with enterprise-wide systems and applications
Good interpersonal skills with department staff and field technicians
Efficient and comfortable with technology and software applications
Team Player with strong communication skills through both written and oral

Nice To Haves

Working knowledge of Fire & Life Safety Systems, Codes and Standards would be considered an asset
Working knowledge of fleet management practices would be considered and asset

Responsibilities

Preparing, coordinating, and implementing schedules for our mobile Fire & Life Safety Inspections Services Team at the prescribed intervals to meet scheduling KPI’s
Effectively communicate with our field staff, customers, contractors, vendors and external resources on date/time and details regarding field service appointments
Assess job readiness, and ensure all scheduled jobs are verified with customers at prescribed intervals prior to field deployment
Maintain all appointment, software, and system records to ensure they are accurate and updated (i.e. site contacts, scope of work & deliverables, equipment and tooling needs, reports, etc.)
Ensure field service staff are effectively and efficiently scheduled at least 2 weeks in advance, ensuring appointment scopes align with technician/fitter skills required to complete the work, and to avoid scope creep
Work with Scheduling Supervisor, Service Managers, and Field Service Staff to ensure appropriate time is allocated to inspection service jobs. Involvement and adherence to RTG and Job Duration will assist with this requirement.
Work closely with the clients, Scheduling Supervisor, Service Managers, and Field Service Staff to ensure our Fire & Life Safety Inspections are completed on-time and error free, with minimal return visits
Communicate all relevant information concerning next steps and timelines to the customer, AHJ’s, contractors and leadership
Track open jobs to ensure appointments and service orders are moving forward as quickly and efficiently as possible
Create, track, maintain, verify, and close all service appointments, and service schedules in our ERP and supporting software
Invoicing of Service work: ITM, Deficiency Repairs, and Service Calls.
Provide our Office Operations Team with appointment information and documentation for job closeouts
Ensure clients record are accurate an updated in our ERP, Inspection Reporting Platforms, Network Drives, and Files
Work closely with the Scheduling Supervisor, and Service Managers in the mapping our new business appointments, and complex inspection services jobs
Work with the Scheduling Supervisor, and Service Managers to address work-in-progress reports (weekly)
Provide Scheduling Status Updates to your supervisor/team (Daily)
Schedule sub-contractors and ensure materials are ready and proper paperwork is completed and received.
Other duties as assigned