What are the responsibilities and job description for the Service Coordinator position at Elevator Service, Inc (ESI)?
Company Description
Elevator Service, LLC is an established independent elevator service provider with a strong reputation in Western Michigan headquartered in Grand Rapids. Our highly skilled and experienced team of elevator mechanics are qualified in all phases of maintenance, repair, modernization, and installation of passenger elevators, freight elevators, escalators, dumbwaiters, and moving walks. We’re looking for a driven Service Coordinator to become a key player on our team—someone who thrives in a fast-paced environment and is excited to make a tangible impact every day.
Role Description
The Service Coordinator is a full-time, onsite position, and plays a critical role in supporting the daily operations of the business. This position serves as the primary point of contact for customers, technicians, and management, ensuring efficient scheduling, dispatching, communication, and administrative support. The Service Coordinator is responsible for coordinating service activities, maintaining accurate records, supporting accounting functions, and assisting with operational programs to ensure exceptional customer service and efficient department performance.
Essential Duties and Responsibilities
- Provide professional and responsive customer service by answering incoming calls, responding to customer inquiries, and addressing service-related concerns.
- Coordinate and dispatch elevator service calls, maintenance requests, and customer inquiries to field technicians in a timely and efficient manner.
- Serve as a liaison between customers, technicians, and management to ensure effective communication regarding service schedules, repair status, and customer needs.
- Process and maintain Accounts Receivable and Accounts Payable transactions in accordance with company procedures.
- Complete technician checkout procedures, ensuring work orders, service tickets, and required documentation are properly submitted and processed.
- Assist with tracking technician labor hours, timekeeping, and productivity reporting.
- Process new maintenance agreements, service contracts, repair orders, and related documentation.
- Prepare and maintain monthly sales booking reports and other operational reports as required.
- Track and report Key Performance Indicators (KPIs) for designated customer accounts and service operations.
- Open, sort, and distribute incoming mail and correspondence daily.
- Maintain accurate service records, customer files, maintenance agreements, and departmental documentation.
- Assist with the administration of company programs, including safety initiatives, vehicle fleet management, licensing documentation, and other operational programs.
- Support compliance with company policies, industry regulations, and safety requirements.
- Perform general administrative and clerical duties to support the service department and company operations.
- Assist management with special projects and additional duties as assigned.
Qualifications
- High school diploma or equivalent required; associate degree or relevant technical training preferred.
- Previous experience in service coordination, dispatching, office administration, customer service, or accounting support, preferably within the elevator, construction, mechanical service, or related industry.
- Strong customer service and communication skills with the ability to interact professionally with customers, technicians, vendors, and management.
- Knowledge of Accounts Payable and Accounts Receivable processes.
- Proficiency in Microsoft Office Suite and service management software.
- Strong organizational, multitasking, and problem-solving abilities.
- Ability to prioritize responsibilities and perform effectively in a fast-paced service environment.
- High level of accuracy and attention to detail.
- Ability to maintain confidential information and exercise sound judgment.
Benefits
Competitive benefits package including:
- Medical
- Dental
- Vision
- Group Life
- Voluntary Life
- Short term disability
- Long term disability
- Accident
- Critical Illness
- 401(k) with company match
- Paid Time Off
- Paid holidays
Elevator Service, LLC is an Equal Opportunity Employer and provides equal employment opportunities to all persons regardless of race, color, religion, sex (including sexual orientation and gender identity), national origin, age, disability, genetic information, protected veteran status, or any other characteristic protected by federal law.