Highway Maintenance Service Coordinator

Calvert County Government

1d•$56,701 - $64,938•Onsite

About The Position

The Highway Maintenance Service Coordinator serves as the primary point of contact for citizens, providing exceptional customer service and coordinating highway maintenance requests from initial contact through resolution. This position manages customer service requests, work orders, and maintenance records using Infor, Workday, and other database systems while ensuring accurate documentation and timely follow-up. The Service Coordinator works closely with Highway Maintenance staff, contractors, utility companies, and other County departments to coordinate services and resolve issues efficiently. Strong organization, recordkeeping, and attention to detail are essential for maintaining reports, rights-of-way records, equipment service schedules, and operational data. The position also supports snow removal operations by coordinating contractors, tracking assignments, verifying invoices, and maintaining snow operation records. The ideal candidate excels at multitasking, communicating professionally, and managing competing priorities in a fast-paced environment. Proficiency with Microsoft Office and database systems is required, along with strong administrative and problem-solving skills. Manages the daily use of the Infor database, including customer service request (CSR) entries and tracking. Provides customer service to Calvert County residents, responding to road maintenance inquiries and follow-ups. Tracks snow contractors, verifies invoices and hours, and updates snow operation records (“snow books”). Coordinates and enters vehicle and equipment PM services and related service requests.

Requirements

High school diploma or GED equivalent.
Minimum of two (2) years of experience providing customer service and performing administrative, clerical, or office support work, including the use of computers and standard office software.
Proficiency with Microsoft Office and database systems is required.
Strong administrative and problem-solving skills.
Ability to perform general office clerical work quickly and efficiently.
Ability to follow oral and written instructions.
Ability to communicate professionally with the public, coworkers, and contractors to explain services, receive requests, and resolve concerns.
Ability to manage contracts, monitor contractor compliance, and verify invoices against documentation.
Ability to maintain accurate records and detailed service logs.
Ability to work independently and multitask in a fast-paced environment.
Ability to operate standard office equipment and use various databases and software systems.
Knowledge of road and highway maintenance procedures, including snow removal, paving, mowing, drainage, and related operations.
Knowledge of database systems such as Workday, ZenDesk, and Microsoft Outlook. Infor; Work Order system and Customer Service modules.
Knowledge of use of GIS maps and other mapping tools.
Knowledge of County rights-of-way and easements.

Nice To Haves

Experience with Infor, Workday, and Zendesk.
Experience with GIS maps and other mapping tools.
Experience with County rights-of-way and easements.

Responsibilities

Receives and responds to citizen phone calls and walk-ins, recording service requests into the Infor Customer Service module; notifies Road Supervisors of new requests and tracks unresolved issues across Infor, Zendesk, and email platforms.
Enters work orders from citizens, internal Highway Maintenance staff, and other departments into the Infor (formerly referred to as Hansen) Work Order Database.
Sources the updated County Rights-of-Way (ROW) list annually from the Department of Public Works Asset Manager.
Maintains and organizes engineered plans, departmental plan library, and documents indicating County rights-of-way.
Prepares and distributes weekly CSR summary reports with photos in PowerPoint format; monitors CSR completion using Infor to track work performed by Highway crews.
Coordinates Community Service and Work Detail programs when associated with Highway Maintenance work.
Coordinates with Fleet Maintenance to track vehicle and equipment preventive maintenance (PM) service schedules, enter service requests, and maintain an up-to-date inventory list.
Maintains files of Operator Daily Checklists to monitor equipment and vehicle service needs.
Prepares reports on incomplete work, project updates (e.g., paving, line striping, litter control), and maintenance tasks such as mowing, pothole repair, sign installation, ditch and pipe work, and snow removal lane miles.
Requests and tracks Miss Utility tickets; coordinates with utility companies (e.g., Water & Sewer, SMECO, Comcast, Verizon) when needed for line damage or related issues.
Researches storm drain easements related to citizen drainage assistance requests; prepares Temporary Construction Easements for citizen signatures as needed.
Tracks personnel training, including flagger certification, CDL licensing, and environmental compliance (“Green Card”).
Provides backup for the Highway Maintenance Executive Administrative Aide and supports payroll and personnel tasks such as entering purchase orders, paying invoices, and monitoring payroll using Workday.
Provides office coverage during weather events and other emergencies to ensure operational continuity.
Works the full duration of weather or emergency events, calling in contractors, tracking assignments, collecting and organizing contractor paperwork, and supporting office operations throughout.
Supports Highway and Procurement in overseeing the County’s Snow Removal Contract.
Manages and updates the County Snow Book, including snow routes for both County employees and contractors.
Tracks snow contractor vehicle inspections, required paperwork and communicates via email with contractors for pre- and post-season meetings and expectations.
Verifies snow contractor invoices against inspector time reports and approves them for payment; maintains snow event budget spreadsheet.