Service Coordinator

JOB PURPOSE:This position provides administrative support to the Service Operations Department.

ESSENTIAL FUNCTIONS:Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This position requires the skills and ability to provide project and service coordination and office administrative support. Job duties include customer service, preparing reports in spreadsheets, scheduling work orders, creating estimates and proposals for our internal Operations and Business Development teams. Candidate will work with the Portfolio Managers and service techs to ensure consistent best in industry customer satisfaction.

• Handle incoming customer calls including service dispatching, tracking and scheduling of calls, call status tracking and call changes, entering new sites, modifying existing sites, and handling all general inquiries as required.
• Create and Dispatch Work Orders required for scheduling of planned maintenance and service.
• Complete Service Agreement work orders as required.
• Monitor and follow up on work orders.
• Administer the check in/checkout process of technicians in accordance with company safety policy and advise supervisors of any missing/late technicians.
• Procure Parts/Materials for service work orders.
• Provide Service Quotes to customers with the assistance of the Service Supervisor.
• Schedule and follow up on all monthly maintenance customer accounts this includes ensuring timely communication with contract customers, key customers and sub-contractors.
• Establish and maintain a customer satisfaction follow up and call back procedure and provide senior management with appropriate feedback.
• Create reports.
• Perform other duties and responsibilities as requested or required.

COMPETENCIES:Skilled and self-motivated individual, team-oriented and can work well alone or together with others.

• Exceptional telephone and personal customer service skills and ability to work under pressure.
• Excellent Microsoft Outlook, Excel, and Word skills.
• Solid organizational skills and the ability to handle multiple projects tasks simultaneously.
• Excellent attention to detail.
• Strong verbal, written and interpersonal communication skills.
• Strong flexibility to adapt to changing priorities and direction in a dynamic work environment.
• Shows initiative regularly engages in proactive behavior and looks for opportunities.
• Strong ability to facilitate a collaborative working environment for customers and team members.

SUPERVISORY RESPONSIBILITY:This position has no supervisory responsibilities.

WORK ENVIRONMENT:This job operates in an office setting with minimal to average noise.

PHYSICAL DEMANDS:The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

This is largely a deskbound role with customer interaction by phone or in person, data entry involved, and some filing required. This would require the ability to lift files, open filing cabinets and bending or standing on a stool as necessary.

TRAVEL:0%

REQUIRED EDUCATION AND EXPERIENCE:

• Minimum 2 years office admin and customer service experience
• High school diploma or GED equivalent

PREFERRED EDUCATION AND EXPERIENCE:

• At least 1 year experience in service dispatch and customer service.
• Associates degree
• Fire and life safety industry knowledge

ADDITIONAL ELIGIBILITY QUALIFICATIONS:None required for this position .

OTHER DUTIES:Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

OUR TOP OF THE INDUSTRY PERKS AND BENEFITS:

• Employee Group Medical Insurance Coverage EPO 100% paid by the Company
• Employee Group Dental (DHMO) Insurance Coverage 100% paid by the Company (upgrade to PPO available for minimal cost)
• Employee Long Term Disability paid by the Company
• Optional Vision, Life, Short Term Disability Group Coverage
• 2 Weeks Accrued Paid Vacation
• 3 Days Paid Sick Leave
• 1 Day Paid Personal Holiday
• 8 Paid Major Holidays (including Day after Thanksgiving and Christmas Eve)
• 401(k) Plan 
• And much more!!!

 Commercial Fire Protection, Inc. is an equal opportunity employer (M/F/D/V)