Service Response Coordinator

Mantis Innovation•Greenwood Village, CO

1d•Hybrid

About The Position

This role owns the intake, coordination, and resolution of client service requests across a national portfolio. It ensures incoming issues are triaged quickly, appropriate resources are identified and dispatched, and work is completed with clear communication and minimal disruption to the client. The role serves as a central coordination point for service activity across multiple service types, supporting clients, project teams, and contractors to deliver fast, accurate, and reliable outcomes.

Requirements

3+ years of customer service or coordination experience
Strong written and verbal communication skills
Ability to manage multiple high-urgency tasks simultaneously
High attention to detail in documentation and data entry
Proven ability to collaborate across internal teams and external partners

Nice To Haves

Experience in roofing, construction, or facilities services
Experience using CRM or project tracking systems (e.g., Salesforce)
Associate's or Bachelor's degree in Construction, Communications, or related field

Responsibilities

Receive and triage incoming client service requests across multiple service types
Dispatch appropriate contractors based on location, scope, urgency, and resource availability
Service as a primary point of contact for clients, ensuring timely, clear, and professional communication
Collaborate with project managers, account managers, contractors, and internal teams to coordinate service execution
Track all active service requests and ensure timely resolution
Maintain accurate and complete records in Salesforce and internal systems
Process contractor invoices and confirm alignment with scope and work performed
Generate and distribute client-facing updates and service reports
Identify risks or delays, escalate issues as needed, and support resolution
Maintain visibility into service activity, workload, and coordination needs across a national portfolio