Service Coordinator - Technology Solutions

Encore Electric • Lakewood, CO

41d • $28 - $35

About The Position

The Service Coordinator supports the service department. NO RECRUITERS OR AGENCY CALLS, RESUMES OR EMAILS PLEASE Compensation for this role: $28-$35/hr Depending on Experience General Responsibilities Maintain open communication lines with all working relationships Follow up to ensure items for which the job is accountable are performed Earn and maintain customer trust Uphold the core values of the organization Work well with others to accomplish the mission of the organization Specific Responsibilities Provide excellent customer service through communication, scheduling and follow-through in line with core values of the organization Coordinate schedule for Service Technicians and ensure provision required items to perform their role Own and execute administrative tasks and event duties for the service department Work Order Processing Answer calls from customers on service line Create work orders received from service line or pass information to Account Managers Evaluate new work orders for completion and accuracy Track deadlines and communicate with customers to schedule work in timely manner Maintain scheduling board, run weekly scheduling meeting, and input assignments Review previous day's assignment statuses and notes, and coordinate any outstanding items with Supervisors or Service Technicians, or move to billing status Answer calls from Service Technicians Check and escalate or action internal feedback on daily basis Update customer contact information as necessary Maintain multiple customer portals Order material, equipment, or subcontracting from vendors and coordinate delivery Uphold Service Pledge and Work Order Process Coordination and support to Service Technicians Process departmental onboarding and offboarding of technicians and apprentices Make updates to accounts for Field Connect, Encore store, etc. Create and maintain new van binders as needed Assign/request repairs for cell phones, iPads and their software Maintain Service Technician uniform inventory Assist with vehicle fleet management assignments and spare van coordination Record management and administrative needs Create and update department documents and records Process, record and audit PTO requests for the department Create on-call schedule and coordinate updates with on-call service Miscellaneous office administration to support the department Event planning Plan weekly and monthly meetings, including calendar invitations, room reservations, and catering Request and make arrangements for safety, iPad, or other training as required Plan and host annual department events Plan quarterly office birthday celebrations, and send cards to field personnel Coordinate with Account Managers the distribution of holiday gifts and cards to customers Other duties as may be assigned

Requirements

• Previous experience in customer service, scheduling, or other coordination/administrative work will be highly regarded.
• High School Diploma Required.

Nice To Haves

• Previous experience with AV Integration, Telecom, or Construction Administration will be highly regarded.

Responsibilities

• Maintain open communication lines with all working relationships
• Follow up to ensure items for which the job is accountable are performed
• Earn and maintain customer trust
• Uphold the core values of the organization
• Work well with others to accomplish the mission of the organization
• Provide excellent customer service through communication, scheduling and follow-through in line with core values of the organization
• Coordinate schedule for Service Technicians and ensure provision required items to perform their role
• Own and execute administrative tasks and event duties for the service department
• Answer calls from customers on service line
• Create work orders received from service line or pass information to Account Managers
• Evaluate new work orders for completion and accuracy
• Track deadlines and communicate with customers to schedule work in timely manner
• Maintain scheduling board, run weekly scheduling meeting, and input assignments
• Review previous day's assignment statuses and notes, and coordinate any outstanding items with Supervisors or Service Technicians, or move to billing status
• Answer calls from Service Technicians
• Check and escalate or action internal feedback on daily basis
• Update customer contact information as necessary
• Maintain multiple customer portals
• Order material, equipment, or subcontracting from vendors and coordinate delivery
• Uphold Service Pledge and Work Order Process
• Process departmental onboarding and offboarding of technicians and apprentices
• Make updates to accounts for Field Connect, Encore store, etc.
• Create and maintain new van binders as needed
• Assign/request repairs for cell phones, iPads and their software
• Maintain Service Technician uniform inventory
• Assist with vehicle fleet management assignments and spare van coordination
• Create and update department documents and records
• Process, record and audit PTO requests for the department
• Create on-call schedule and coordinate updates with on-call service
• Miscellaneous office administration to support the department
• Plan weekly and monthly meetings, including calendar invitations, room reservations, and catering
• Request and make arrangements for safety, iPad, or other training as required
• Plan and host annual department events
• Plan quarterly office birthday celebrations, and send cards to field personnel
• Coordinate with Account Managers the distribution of holiday gifts and cards to customers
• Other duties as may be assigned

Benefits

• Encore Electric provides excellent benefits for our employees, including: medical, dental, and vision plans, disability, and life insurance, employee-matched 401(k), paid time off (PTO), an employee assistance program that includes counseling, legal, and financial advice.
• Encore also provides a generous employee referral program, and access to technical, safety, personal finance, and leadership training through Encore University, Encore's in house training program.
• This position is eligible for cell phone allowances and the short-term incentive program.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Specialty Trade Contractors
• Education Level: High school or GED
• Number of Employees: 1,001-5,000 employees