Service Coordinator

Marco Technologies

About The Position

The Service Coordinator is primarily responsible for providing exceptional customer service to our clients in an effort to ensure a high level of client satisfaction. The Service Coordinator is responsible for service schedules and technician allocation. They provide support by prioritizing incoming order requests, monitoring the work order board, coordinating installations, and ensuring order completion.

Requirements

An associate degree and 2 years of experience or equivalent experience.
Proficiency with business collaboration tools such as MS Office applications and project management tools.
Communication – Must possess strong communication skills in working with technical and non-technical people, and the ability to develop and maintain collaborative relations among all levels of an organization. Must effectively listen to others.
Commitment – This is needed to see a project or task from start to finish. Must possess the ability to maintain the same energy and dedication throughout the project in an effort to learn, accomplish, and achieve despite difficulty, failure, and opposition.
Organization – Ability to use time, energy, and resources in an effective manner to achieve intended goals.
Relationships – Effective at building trust, finding common ground, having emotional empathy, and ultimately building good relationships with others.
Teamwork – The ability to work with others on a combined task, make contributions to the task, and share the responsibility of the outcome.
Time Management – Ability to prioritize several tasks and keep them running simultaneously (multitasking). Also being able to recognize and respond to changing priorities in order to meet deadlines.
Enthusiasm – Display excitement and a positive attitude towards work assignments, clients, and organization.
Flexibility – Adapt to changes in the work environment. Change approach or method to deal with difficult or unexpected situations while remaining calm. Have the ability to think quickly and articulate thoughts in an organized manner, even when unprepared.
Emotion Regulation – Ability to manage emotions, especially negative ones, to be able to think clearly and objectively, in turn to act accordingly.
Negotiation Skills – Ability to understand the other side’s motivations with the goal to achieve a win-win resolution that is favorable, satisfies both sides, and maintains relationships for future interactions.

Responsibilities

Manage all aspects of assigned dispatch board to ensure targeted service team utilization benchmarks and client project/service order target completion dates.
Answer client calls, emails, and correspondence in an appropriate and timely manner, and determine problem severity to establish priorities. Ensure prompt communications to clients (internal and external) on status information and estimated resolution times.
Proactively review and monitor the order board and email alerts to ensure timely and accurate client follow-up and resolution, proper process, and profitability.
Maintain assigned service team schedule, optimize change outcomes, and advise key stakeholders schedule status.
Provide support to Project Managers or Project Coordinators during development and implementation of project plans and timelines.
Prioritize and negotiate assignment of resources on project and professional service engagements.
Work closely with Service team for resource scheduling and to resolve disputed items or client concerns.
Work closely with Purchasing and Inside Sales teams to track product orders for installation. Regularly review open orders and follow up on outstanding items.
Develop and maintain relationships with internal and external clients.
Accurately maintain and comply with documentation and administrative procedures in a timely basis to include time entry process.
Attend required company and departmental meetings.
Act in accordance with Marco policies and procedures as set forth in the Employee Handbook.
Perform other related duties as assigned.