Service Coordinator

MSS Solutions • Charlotte, NC

18d

About The Position

MSS Fire and Security, LLC is hiring a Service Coordinator to support its service operations. The role serves as a customer service contact and operational lead for service management software, service calls, scheduling, customer and contract setup, technician coordination, and billing preparation. The coordinator works closely with customers, technicians, team leaders, Service Managers, Sales, vendors, and subcontractors to ensure service work is accurately planned and completed. The position also provides reporting and general support to Service Managers and technicians.

Requirements

• Demonstrated proficiency in MS Office (Excel, Word, and PowerPoint), SharePoint, and a basic Windows environment.
• Knowledge of basic accounting and business principles.
• Ability to lead and work with diverse teams.
• Excellent written and verbal communication skills.
• Ability to represent the company positively and communicate with people at varying technical levels.
• Ability to learn and become proficient with service management software and financial accounting systems within the training period.
• Strong organizational skills.
• Ability to work as a member of the Customer Service Center Team.
• Excellent attention to detail and a high sense of urgency.
• Understanding of the general service and/or construction industry.
• Must successfully pass a background check and drug test.

Nice To Haves

• Knowledge of HVAC Service, Fire & Security Service, and Controls Service.
• Knowledge of Viewpoint Vista, WennSoft, or Key2Act.
• Associate degree in business administration, accounting, or another related field.

Responsibilities

• Manage inbound customer service phone calls, including complaints, invoice clarifications, and status updates.
• Lead effective use of service management software and associated field devices.
• Receive, create, and dispatch service calls.
• Accurately set up new customers, service sites, equipment, service calls, vendors, subcontractors, and daily schedules.
• Attend contract turnover meetings, collect information for accurate contract setup, and ensure field staff receive details needed to perform the work.
• Pre-plan and schedule contract service work and projects, aiming to have two weeks tentatively planned, and coordinate schedules and access requirements with customers.
• Maintain communication among technicians, team leaders, and Service Managers.
• Manage open calls, review costs, resolutions, and completion status, and prepare calls for billing daily.
• Ensure technicians complete paperwork accurately and on time.
• Review technician timesheets for costing and payroll purposes and submit them to Service Managers for approval.
• Work with customers and/or Sales to obtain customer purchase orders.
• Issue purchase orders to technicians for third-party materials.
• Maintain customer third-party websites according to customer requirements.
• Place parts and material orders and process returns as required.
• Provide regular reporting to Service Managers as requested.
• Support Service Managers and technicians.
• Perform other duties and responsibilities assigned by the company.

Benefits

• Medical, dental, and vision insurance
• 401(k) with employer contributions
• Paid time off
• Paid holidays
• Employee Assistance Program
• Long-term disability
• Short-term disability
• Flexible Spending Plan
• Health Savings Plan

What This Job Offers

• Job Type: Full-time
• Education Level: No Education Listed