Mission Critical Account Service Coordinator

Baker Group•Cedar Rapids, IA

1d•Onsite

About The Position

The Mission Critical Account Service Coordinator will communicate with Mission Critical clients to determine service needs, assign and schedule technicians and enter necessary data into computer database for tracking purposes in our Cedar Rapids location. Performs related work as required. The primary responsibility of this role is to effectively meet client needs by strategically and efficiently managing workforce deployment. When executed successfully, dispatch plays a critical role in driving the organization’s success and profitability. Additionally, this role focuses on fostering the “Client for Life” concept, ensuring exceptional service for both new and existing clients. This is a fully in-person position, with work taking place on-site.

Requirements

High school diploma
Two to four years of experience in service dispatching or related field
Proficient in keyboarding and computer applications, including Excel, Word, and Outlook
Ability to build and maintain positive interpersonal relationships with internal team members, as well as team members at all levels of the organization
Demonstrates a professional and courteous telephone demeanor
Ability to handle a multi-lined phone system for client calls
Skilled in follow-up and follow through with technicians and clients
Ability to prioritize and address urgent tasks efficiently
Capable of managing multiple tasks with attention to detail
Strong problem-solving skills

Nice To Haves

Familiarity with standard concepts of HVAC , Electrical, Plumbing or Automation, preferred

Responsibilities

Communicate with Mission Critical clients thru their preferred means of communication to determine needs.
Provide daily coordination and support to Mission Critical Project Managers and Field Staff
Collaborate with other Service Coordinators to adjust labor needs
Troubleshoot problems over the phone to prepare technicians for work.
Schedule and notify service technicians on mission critical sites of work order assignments.
Review all work orders and record details of the service to be performed.
Receive check-in calls from the service technicians and inform them of the next job to respond to.
Create new work order/job numbers, enter work performed, and maintain Spectrum.
Create and maintain XOi workflows dedicated to Mission Critical operations
Maintain client repair records using computer database to track detailed history of the work performed at their sites.
Assist with billing questions as needed.
Evaluate work completed in Spectrum and XOi to ensure optimal billing profitability.
Maintain the Field Connect dispatching board to ensure effective and efficient use of technician capacity.
Collaborate with Mission Critical team to maintain and update service contracts.
Possess a thorough understanding of the service work order module and service contract within Spectrum.
Actively engage in all aspects of dispatch operations.
Handle various reporting tasks as requested.