SR Service Coordinator

RK Industries•Denver, CO

3d•Onsite

About The Position

The Senior Service Coordinator assists with service coordination, field productivity, and field profitability, and supports Superintendents in achieving department goals and objectives. The role is based in an office environment in the Stapleton area of Denver and is not a telecommuting position. The coordinator may occasionally travel between corporate offices and jobsites within the Denver Metro Area during work hours. The position schedules service, maintenance, and warranty work based on job complexity and technicians’ experience and capabilities. It also supports department planning and resource coordination, handles customer and internal calls, helps resolve customer complaints, coordinates dispatch and paperwork, and follows up to confirm jobs are completed satisfactorily. The coordinator communicates with customers and field staff to manage appointments, address service issues, and provide professional customer service.

Requirements

High school degree or GED with 3 years of relevant experience, or an equivalent combination of skills and experience.
Exemplary customer service skills and enjoyment of interacting with people.
Strong organizational skills.
Ability to take direction from various sources while handling multiple projects.
Professionalism and confidence.
Punctuality and reliability.
Excellent verbal and written communication skills.
Reliable transportation to and from the office.
Ability to perform the stated physical requirements, including regularly standing, sitting, talking, hearing, and using hands and fingers to operate a computer, telephone, and office equipment; occasionally reaching, stooping, or kneeling; and meeting close-vision requirements for computer work.

Nice To Haves

Associate degree in communications, sales, or a related field.
Bilingual in Spanish.

Responsibilities

Schedule service, maintenance, and warranty work according to job complexity and technicians’ experience and capabilities.
Assist the Field Services Manager/Director and Superintendents with planning, organizing, motivating, and coordinating department resources and objectives.
Help answer high volumes of calls from internal and external customers.
Strive for first-call resolution and assist in resolving customer complaints promptly, efficiently, and cost-effectively; seek management assistance when appropriate.
Guide field staff in completing specialized forms and help route paperwork to the appropriate departments.
Coordinate daily with Superintendents and technicians.
Follow up on callbacks and job completion to ensure work is completed satisfactorily.
Verify or respond to appointment changes, confirm scheduled appointments with customers, notify customers of technician delays, reschedule missed appointments, and make follow-up calls.
Accurately enter customer information in GP Wennsoft and verify documentation.
Check in with customers by phone or email to monitor progress, prevent problems, and confirm customer satisfaction.
Use sound judgment to remedy problems and ensure service recovery.
Listen actively, set clear mutual expectations, empathize as needed, and communicate in a friendly and professional manner.
Work with Field Supervisors to prioritize open calls and dispatch them promptly.
Comply with company policies and procedures and maintain punctual, regular attendance during core business hours.
Travel occasionally between corporate offices and jobsites within the Denver Metro Area during work hours.
Follow workplace safety and health requirements, stop work if an unsafe condition is present, and promptly notify a supervisor so the hazard can be corrected.