Production Service Coordinator
About The Position
Matrix Basement Finishing is seeking a highly organized, detail-oriented, and customer-focused Production Service Coordinator to support its growing Production Department. The role coordinates service calls, responds to customer inquiries, supports permit submissions and follow-ups, and ensures production-related administrative tasks are completed accurately and efficiently. The coordinator serves as a primary contact for homeowner service requests, warranty concerns, and production-related inquiries. The role also coordinates service appointments, tracks requests through completion, and keeps customers, Field Managers, and Production leadership informed. Permit-related work includes preparing and submitting applications, tracking statuses, following up with municipalities, and maintaining complete records. Additional administrative support includes maintaining customer and service records, updating company systems, tracking deadlines and commitments, assisting production managers and field managers, and coordinating communication across teams. The ideal candidate is a proactive problem-solver who communicates professionally, manages multiple priorities, takes ownership of tasks, and follows them through to resolution. Compensation is $20.00–$25.00 per hour, based on experience. The position is hourly and belongs to the Production department.
Requirements
- Excellent verbal and written communication skills, including professional phone and email etiquette.
- Strong organizational, multitasking, and time-management abilities.
- Proven problem-solving skills and sound judgment.
- Ability to independently manage tasks, prioritize deadlines, and follow through on commitments.
- Exceptional attention to detail, particularly when processing documentation and tracking requests.
- Ability to communicate effectively with customers, internal personnel, and external agencies.
- Proficiency with Microsoft Office, email, and general administrative software.
- Dependability, accountability, and a strong sense of urgency.
- Ability to remain calm and professional when handling challenging situations.
Nice To Haves
- 1–3 years of experience in administrative support, customer service, scheduling, or service coordination.
- Experience in residential construction, remodeling, home services, or a related industry.
- Familiarity with BuilderTrend or similar project management software.
- Previous experience with municipal permit applications, permit tracking, or construction-related documentation.
Responsibilities
- Serve as a primary point of contact for homeowner service requests, warranty concerns, and production-related inquiries.
- Respond promptly and professionally to incoming customer phone calls and emails.
- Provide customers with clear updates regarding service scheduling, progress, and resolution.
- Handle customer concerns with patience, professionalism, and a solutions-oriented approach.
- Maintain consistent communication with customers, Field Managers, and Production leadership.
- Receive, document, prioritize, and track incoming service requests.
- Coordinate service appointments with Field Managers, technicians, and subcontractors.
- Monitor open service tickets and follow up in a timely manner through completion.
- Communicate scheduling changes, delays, and updates, and escalate urgent or unresolved issues to production leadership.
- Confirm service completion and follow up with homeowners regarding satisfaction.
- Assist with preparing, organizing, and submitting permit applications to municipalities and local building departments.
- Check permit documentation for completeness and accuracy before submission.
- Track permit application statuses and proactively follow up with municipalities regarding pending approvals.
- Communicate permit updates, deficiencies, and outstanding requirements to the Production Department.
- Coordinate with internal teams to obtain missing information or additional documentation.
- Maintain organized records of permit submissions, approvals, correspondence, and follow-up activity.
- Identify permitting delays that may affect project schedules and escalate concerns.
- Ensure permit-related tasks are followed through to resolution and properly documented.
- Maintain accurate customer records, service logs, permit tracking information, and task lists.
- Enter and update service requests and documentation within Buildertrend or other company systems.
- Assist Field Managers and Production Managers with scheduling, documentation, and administrative responsibilities.
- Track outstanding tasks, deadlines, and customer commitments.
- Coordinate communication between production, operations, and customer service teams.
- Support process improvements that increase departmental efficiency and customer satisfaction.
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What This Job Offers
Job Type
Full-time
Education Level
No Education Listed
