Service Coordinator

Summit Fire & Security•Seattle, WA

17h

About The Position

The Scheduling Manager is responsible for ensuring the scheduling of work to be performed throughout the region and directly supervises the scheduling coordinators. Carries out supervisory responsibilities in accordance with Summit's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems. This position reports to a Project or Operations Manager.

Requirements

High School Diploma or GED, required.
5+ years coordination experience in Fire Life Safety industry, required.
Must have the ability to effectively read, write and communicate in English with employees and customers.
Communication and collaboration skills with sharp attention to details.
Proficient with Microsoft Office Suite, required.
Valid driver’s license with acceptable driving record required. Reliable transportation, required.
Must be able to comply with SFS’s Drug and Alcohol policy and Background screening requirements, which may also include customer specific requirements based on contractual agreement.

Nice To Haves

Associate’s or Bachelor’s in Business or related, preferred.
Experience in a high-volume customer service environment, highly preferred.

Responsibilities

Provide direction for the scheduling coordinators through proactive engagement, feedback mentoring and setting goals and timelines.
Communicate the goals, policies, standards, procedures, and Summit Values to the scheduling coordinators.
Ensure the proper standards and procedures are followed when scheduling coordinators are scheduling technicians, creating, and maintaining service ticket and job queue databases, completing service tickets, creating test and inspection schedules and fielding calls from inspectors and/or technicians.
Act as an escalation point for the field team when an assigned scheduling coordinator is unavailable.
Serve as the primary interface with department managers to help solve technical and resource concerns.
Responsible for the oversite and account management of key customers for efficient scheduling execution as well as customer experience in communication with the office support and field team.
Partner with operations manager in following business Key Performance Indicators (KPI’s) such as invoicing and scheduling, Planned/scheduled utilization, and Actual field team utilization.
Foster exchange of ideas and provide cross-team learning opportunities.
Effectively addressed employee concerns as needed with Human Resources (HR).
Improve customer and employee experiences through two-way communication, process improvements, and organizational alignment.
Work with recruiting to identify, interview, and hire new team members.
Conduct constructive and timely annual performance reviews for direct reports.
Handle discipline and termination of employees in accordance with company policy.
Ensure company policy is followed and in line with state and federal regulations.
Ensure that all internal and external customers and co-workers receive outstanding service by providing a friendly environment.
Adherent to company policies and procedures as well as local, state, and federal regulations and laws.
Other duties may be assigned