Workload Coordinator

New Jersey Resources • Farmingdale, NJ

1d • Onsite

About The Position

NJR Home Services, a subsidiary of New Jersey Resources, a Fortune 1000 diversified energy company, is seeking a Workload Coordinator. This role involves overseeing, coordinating, and managing the daily operations of NJR Home Services across the appliance service, commercial services, and plumbing departments. The Workload Coordinator will partner closely with field supervisors to streamline workflows, enhance field productivity, and ensure an exceptional customer experience. The company emphasizes innovation, sustainability, and purpose, offering a workplace that values community, flexibility, and growth, along with competitive pay, comprehensive benefits, and support for personal and professional development.

Requirements

• A high school diploma is required.
• 3–5 years of supervisory experience or dispatch/work scheduling experience is required.
• Strong organizational, communication, and professional skills.

Nice To Haves

• Bachelor’s degree is preferred.
• Experience working with union rules and contracts is a plus.
• Background in customer experience, customer service support, or operations is preferred.

Responsibilities

• Coordinate and dispatch the daily workload for Home Services, including assignment of orders to field technicians.
• Review work orders for accuracy, proper scheduling, and efficient routing; adjust quotas as needed.
• Prioritize repeat calls and ensure quality control across service operations.
• Manage same day orders, callouts, and overtime needs to meet customer demands.
• Monitor and balance the work order list to reduce standby time, maximize field productivity, and support customer satisfaction.
• Oversee the waiting list during peak periods and adjust schedules proactively.
• Track technician arrival times to ensure adherence to appointment windows; contact customers proactively if delays occur.
• Handle CGI orders by contacting customers and rescheduling or reassigning work as appropriate.
• Resolve customer concerns, scheduling conflicts, and escalated complaints professionally and efficiently.
• Contribute input to personnel-related decisions as needed.
• Document and communicate escalated issues, technician concerns, and productivity challenges.
• Run and review daily reports, including no charge reports, sales tax reports, and daily order counts.
• Communicate with the call center regarding FAQs, scheduling instructions, and service updates.
• Maintain employee contact lists, including phone numbers, truck numbers, and push to talk information.
• Address operational issues as they arise to maintain smooth service delivery.

Benefits

• Day one medical coverage, including prescription, vision and dental plans, so you’re supported right away.
• Our 401(k) plan has a generous company match to help you invest in your future.
• Employee Stock Purchase Program so you can share in the company’s success.
• Wellness perks, including free on and off site fitness centers and other programs to keep you feeling your best.
• A confidential Employee Assistance Program to support your wellbeing.
• Professional development and tuition reimbursement to help grow your skills and advance your career.
• Vacation and company-paid holidays, so you can rest and recharge.
• Flexible work arrangements with many roles offering hybrid options based on job responsibilities and business needs.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED
• Number of Employees: 501-1,000 employees