Service Coordinator

Sciens Building Solutions•Arbutus, MD

11d•$25 - $35

About The Position

Sciens Building Solutions seeks a Service Coordinator to interact with existing and potential customers, support customer satisfaction, and maintain a positive company image. The role schedules preventative maintenance inspections and emergency calls, fields customer calls, analyzes issues, evaluates situations, and determines appropriate responses. The Service Coordinator maintains schedules and customer information, coordinates technicians and subcontractors, supports service work orders and invoicing, and communicates with customers and internal departments. The position also assists with pricing, purchase requisitions, contract cancellations, and providing information to Accounting for timely billing.

Requirements

High school diploma or equivalent.
Two to five years of customer service experience.
Strong organizational skills.
Ability to multitask and remain calm under pressure.
Sound decision-making skills and practical judgment in setting priorities.
Ability to encourage and motivate people with a positive attitude.
Interest in helping and working with customers.
Computer literacy and working knowledge of Microsoft Outlook, Excel, Word, and PowerPoint.

Responsibilities

Schedule preventative maintenance inspections and emergency calls, and maintain schedules on the dispatch board to support on-time service and avoid backlogs.
Answer customer calls, assess issues, dispatch appropriate technicians for emergencies, and follow through to resolution.
Generate and monitor internal and external correspondence related to service technicians.
Analyze completed work orders for accuracy, completeness, and timeliness.
Assist with accurate pricing of labor and materials according to customer contracts.
Prepare subcontract work orders for invoicing, including test reports, deficiencies, and quotes.
Track and quote deficiencies.
Maintain customer information in databases, including inspection dates, contract information, new customers and sites, and updated customer names and addresses.
Dispatch technicians according to the skills required for each site or project.
Maintain daily, weekly, and monthly schedules for trouble calls, preventative maintenance inspections, vacations, and subcontractors.
Prepare and process work orders and invoices where applicable, and obtain purchase orders when required by customers.
Communicate with customers and promptly follow up on inquiries, special needs requests, reports, and copies.
Prepare and process accurate purchase requisitions for materials.
Complete service contract cancellation forms and submit supporting documentation for processing.
Coordinate customer service requirements with other departments as needed.
Provide accurate information to Accounting to support one-day billing processing.