Service Coordinator

POSITION: SERVICE COORDINATOR

DATE AVAILABLE: Immediately

SALARY RANGE: DOE

EXEMPT STATUS: Non-Exempt

EEO-1 CLASS: Office and Clerical

ESSENTIAL FUNCTIONS

The Service Coordinator receives initial contact with customers relating to plumbing, HVAC, or building controls service needs. The Service Coordinator works closely with service technicians, customers, and office personnel to schedule maintenance or service requests in a timely, attentive manner. Provide exceptional customer service via phone contact with public, while maintaining computer tracking, scheduling, and files.

The Service Coordinator performs the following:

• Schedule and dispatch service technicians for customer requested maintenance, repairs or service needs

• Monitor technician locations via GPS dashboard for optimal productivity

• Provide consistent assignment of service calls and timely communication with technicians regarding status

• Update customers as needed on the technician’s ETA, schedule, and/or progress

• Manage emergency service calls with urgency

• Promote a customer first culture and commit to providing outstanding service to internal and external customers

• Receive and schedule work requests from multiple departments

• Enter all customer contact information and service requests into computer system as it occurs

• Assist technicians with time entry when needed

• Distribute weekly maintenance reports and open job reports

• Send service reports to customers as service calls and maintenance visits are completed

• Attach electronic files to jobs or properties as needed

• Evaluate and prioritize work and service requests on a continual basis

• Maintain records and information required to coordinate field activities

• Maintain and update computerized scheduling system in real time

• Participate in cross-training

• Perform additional tasks as assigned

QUALIFICATION REQUIREMENTS

The candidate must possess the following abilities and skills:

• Five years related experience in customer service, call center, or similar

• Knowledge of the HVAC, plumbing, or construction industry a plus

• Ability to effectively interact with customers, technicians, sales and office staff

• Ability to work well with others as part of a team and demonstrate confidence when issuing directives to the service crew

• Tech-savvy and can easily learn new computer systems and software

• Proficient in Adobe Acrobat and Microsoft Office (including Outlook, Word, and Excel)

• Ability to multi-task, prioritize, and manage time effectively

• Ability to adapt/respond calmly and promptly to frequent interruptions and/or urgent requests

• Provide advanced customer service with a friendly, welcoming demeanor

• Strong attention to detail

• Possess strong documentation skills

• Excellent written and verbal communications skills

• High school graduate or equivalent

EMPLOYEE BENEFITS

Alliant Systems presently provides coverage for:

• Medical and dental for employee (coverage available for dependents at additional premium)

• 401k retirement plan – Alliant currently matches up to 4% of what employee puts in

• Holiday, vacation, and sick leave compensation

• Short and long-term disability insurance

• Employee and dependent life Insurance

• Employee Assistance Program for employee and dependents

• Flexible spending program

• Transportation Plan

Alliant Systems is an Equal Opportunity Employer and a non-smoking facility.

All non-union new hires must pass a drug test

This job description is a general description of essential job functions. It is not intended as an

employment contract nor is it intended to describe all duties someone in this position would

perform. All employees of Alliant Systems are expected to perform tasks as assigned by

supervisory / management personnel regardless of job title or routine job duties.

Alliant Systems participates in E-Verify