Service Coordinator

ORR Protection•Indianapolis, IN

12d

About The Position

ORR Protection is seeking a Service Coordinator to schedule and dispatch routine service, emergency calls, and repair work. The coordinator works closely with customers, subcontractors, field operations, and internal account managers to ensure jobs are completed on time, meet Service Level Agreements (SLAs), and are scheduled efficiently and profitably. The role includes service scheduling and dispatch, field order and ERP administration, customer communication, and coordination with internal teams. The position works primarily in an office environment, with the potential to transition to hybrid or remote work. Employment is contingent upon successful completion of a background check and drug screen.

Requirements

High school diploma or equivalent.
Customer service experience or demonstrated proficiency.
Analytical thinking skills.
Ability to work collaboratively and independently.
Goal-oriented approach.
Ability to make data-driven decisions quickly.
Understanding of spreadsheets, including basic filters, formulas, and functions.
Ability to excel in a fast-paced environment.
Data entry skills.
Intermediate-level proficiency with Microsoft Office products, including Excel or equivalent.

Nice To Haves

Experience in customer service, dispatch, or general business administration.

Responsibilities

Work with Field Operations to create profit-driven routine service schedules that meet service due dates and customer SLAs.
Achieve monthly on-time completion targets, as defined.
Confirm and coordinate routine service schedules with customers, the Service Account Team, subcontractors, and Field Operations.
Work with Field Operations to create and obtain profit-driven schedules for scheduled repairs that meet due dates and customer SLAs.
Dispatch, confirm, and coordinate scheduled repairs with customers, subcontractors, the Service Account Team, and Field Operations.
Receive emergency service requests by phone, email, text, instant message, or portal, and dispatch, confirm, and coordinate emergency service.
Achieve daily, weekly, or per-technician revenue targets, as defined.
Schedule subcontractors and create subcontractor purchase orders.
Assist with subcontractor scheduling or escalation as needed.
Create and edit field orders in the ERP system; audit their validity, dispatch them, and maintain accurate field order statuses.
Create sales orders and confirm quotes in the ERP system for emergency service.
Enter data accurately into ERP and other systems, and manage scheduled activities in the ERP system.
Respond promptly to customer needs through email, phone, text, instant message, or portal.
Maintain communication with customers or the Account Team until resolution or handoff.
Enter information into customer portals.
Coordinate with Project and Project Management teams to ensure appropriate and efficient use of resources.
Participate in internal and customer meetings as required.
Conform to the company quality system.
Perform other duties as assigned.