SR Service Coordinator

RK Industries, LLC•Denver, CO

4d•$31 - $39•Onsite

About The Position

The Senior Service Coordinator assists with the administration of service coordination, field productivity, and field profitability, and supports Superintendents in achieving departmental goals and objectives. This is an onsite office position in the Denver area, not a telecommuting position. The coordinator schedules and dispatches service, maintenance, and warranty work; coordinates daily with Superintendents and technicians; supports customers and field staff; and follows jobs through to satisfactory completion.

Requirements

High school degree or GED and 3 years of relevant experience, or an equivalent combination of skills and experience.
Exemplary customer service skills.
Enjoy 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 work onsite in an office environment during core business hours.

Nice To Haves

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

Responsibilities

Schedule service, maintenance, and warranty work based on job complexity and technicians’ experience and capabilities.
Assist the Field Services Manager/Director and Superintendents with planning, organization, motivation, and coordination of department resources and objectives.
Help answer high volumes of calls from internal and external customers.
Promote first-call resolution and help resolve customer complaints in a timely, efficient, and cost-effective manner, escalating issues to management 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 capture 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 appropriate judgment to remedy problems and ensure service recovery.
Listen actively, set clear mutual expectations, empathize as needed, and communicate in a friendly, professional manner.
Work with Field Supervisors to prioritize open calls and dispatch them promptly.
Comply with company policies and procedures, maintain punctual and regular attendance during core business hours, and travel occasionally between corporate offices and jobsites within the Denver Metro Area during work hours.
Follow safety and health requirements and notify a supervisor of hazards; employees are empowered to stop work when an unsafe condition is present.