Service Coordinator

CM3 Building Solutions•Upper Dublin Township, PA

26d•Onsite

About The Position

The Service Coordinator is a key operational role that assists the Service Manager with daily activities in the Service Department to support customers and field personnel. The position handles incoming calls from field technicians and customers requesting service and performs administrative duties for the department. Phone coverage is continuous across the team between 7 a.m. and 5 p.m., with rotating after-hours on-call coverage; individual office hours are set upon hire. The role coordinates service calls, customer notifications, work authorizations and work orders, and supports processing completed work orders for invoicing. It also assists with time-sheet and job-hours administration, contract renewals, and customer and service-record updates in ServiceTrade. The position provides customer service to internal and external teams and performs other duties as assigned by the Assistant Service Manager and/or Director of Service Operations. This is a full-time, non-exempt hourly position. No travel is required. The work takes place in an office environment. A criminal background check, pre-employment drug screening, and random drug testing during employment are required. CM3 Building Solutions, Inc. is an affirmative action employer and states that it does not consider protected characteristics in employment decisions.

Requirements

High school diploma or GED equivalent.
Computer skills for data entry.
Strong working knowledge of Microsoft Excel, Word, and Outlook.
Ability to learn new computer programs for Service Management Accounting.
Strong customer service skills.
Good communication skills.
Phone skills, including speaking articulately and clearly.
Ability to work independently and as part of a team.
Criminal background check.
Pre-employment drug screening and random drug testing during employment.

Nice To Haves

HVAC business or job-costing knowledge.

Responsibilities

Handle incoming service calls, providing continuous team phone coverage between 7 a.m. and 5 p.m. and rotating after-hours on-call coverage.
Call service customers to inform them of scheduled inspections and any schedule changes.
Create, process, and send authorizations to perform service work.
Create and issue work orders to field technicians throughout the workday as required using ServiceTrade software.
Retrieve, review, and process completed work orders.
Follow up with field personnel to ensure work orders are properly completed and submitted on time according to company standards.
Process field-completed work orders and prepare them for final invoicing by the service invoicing specialist.
Perform filing.
Coordinate and administer time sheets and job hours, and verify them up to the Assistant Manager and/or Director of Service Operations for weekly payroll submission using the service timecard software.
Assist with annual contract renewals and customer notifications, including updating recurring maintenance services, contact details, and general information in ServiceTrade.
Provide customer service to internal and external teams.
Perform other duties as required by the Assistant Service Manager and/or Director of Service Operations.