What are the responsibilities and job description for the Service Coordinator position at CM3 Building Solutions?
Summary/Objective
The Service Coordinator is a key operational role responsible for assisting the Service Manager with the daily activities in the Service Department to better serve our customer base and field personnel. Responsibilities involve phone coverage for incoming calls from field technicians and customers needing service, as well as administrative duties for the Service Department.
Essential Functions
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Handle incoming service calls with continuous team phone coverage between 7am-5pm and after hours on-call on a rotating basis. (Office hours to be set upon hire)
- Outbound calls to service customers informing them of scheduled inspections and any changes to the schedule if necessary
- Create, process and send authorization to perform service work requests
- Complete and issue work orders to field technicians throughout the work day as required using ServiceTrade software
- Retrieve, review and process completed work orders
- Follow up with field personnel to ensure work orders are properly completed and submitted timely to company standards.
- Processing work orders completed by the field and preparing them for final invoicing by the service invoicing specialist.
- Filing
- Time sheet and job hours coordination/administration, and verification up to the Assistant Manager and/or the Director of Service Operations for weekly submittal to payroll utilizing our service timecard software.
- Assistance with contract yearly renewals and notification direct to customer, including updating of maintenance recurring service’s, contact information and general information updating in ServiceTrade.
- Provide customer service with both internal and external teams
- Other duties as required by the Assistant Service Manager, and/or Director of Service Operations
Competencies
Microsoft Excel
Detail Oriented
Ability to handle multiple tasks at one time
Prioritization of work and customer demands
Organizational Skills
Work Environment
The work area is an office environment with computers, phones, filing cabinets, desks/chairs and typical office layout.
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:
While performing the duties of this job, the employee is regularly required to sit, stand, kneel, and crouch (if necessary for filing). Occasional lifting (up to 10 pounds), manual dexterity for data entry, writing, holding/operating office equipment and phones.
Position Type/Expected Hours of Work
This is a full-time, non-exempt (hourly) position.
Travel
No travel is required
Required Education and Experience
- High School Diploma or GED equivalent
- Computer skills for data entry
- Strong working knowledge of Microsoft Excel, Word, and Outlook.
- Ability to learn new computer programs for Service Management Accounting
- Strong customer service skills
- Good communication skills
- Phone skills; articulate and clear when speaking on the phone
- Ability to work independently and as part of a team
Preferred Education and Experience
- HVAC business/job costing knowledge preferred
Work Authorization/Security Clearance (if applicable)
- Criminal Background Check
- Pre-employment drug screening and random drug testing during employment
AAP/EEO Statement
CM3 Building Solutions, Inc. is an affirmative action employer and does not consider disability, color, gender identity, genetic information, military or veteran status, national origin, race, religion, sex, sexual orientation, age 40 and over, or any other applicable status protected by state or local law, in any employment decision.
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.