What are the responsibilities and job description for the One Call Coordinator position at GPRS?
Job Summary:
A One Call Coordinator performs back of house functions, primarily in support of the Area Managers and Project Managers, to streamline the field operations efforts of GPRS for its One Call customer base. Through the performance of operations, logistics, and clerical functions as well as professional customer communications this team member is able to assist and support the greater vision of GPRS to provide a sensational experience to our customers with whom we have established as a One Call customers.
Job Goals:
- Coordinate incoming ticket notifications for GPRS’ One Call accounts in order to dispatch our field services team members accordingly.
- Support the Area Managers and Project Managers with incoming customer communications and requests.
- Support the Contract Locating Manager with key initiatives that include but are not limited to: New One Call customer account setup, administer training and management of users within our ticket management system, monthly billing verification, and initiating customer communications regarding PO’s and Change Order requests.
Job Responsibilities:
- Maintain accurate and up to date project documentation, including plans, contracts, schedules, and communications.
- Function as a primary point of contact for scheduling and job coordination for each 811 account assigned
- Review and ensure each job schedule is accurate, and scheduled with efficiency and in a timely matter.
- Represent GPRS while serving its customers
- Answer the varying phone lines as needed and assigned.
- Respond to customer communications and emails
- Ensure customer satisfaction through excellent communication regarding scope and expectations of GPRS service
- Efficiently organize workflow with typically volatile daily GPRS business needs
- Complete all project specific paperwork as needed
- Provide monthly billing verification to ensure all customers have been invoiced accordingly
- Support the invoice collections process
- Initiate Change Order Requests as needed
- Navigate Microsoft Office and learn to utilize proprietary ERM systems
- Effectively navigate GPRS’ and State Ticket Management software programs
Qualifications:
High School diploma or equivalent
Minimum 6 months of administrative, customer support, or scheduling experience.
Possess excellent and effective communication skills, both verbal and written
Self-motivated and hard working
Possess effective organization skills with proven ability to prioritize and execute an everchanging workload
Ability to display professionalism in a wide variety of customer interactions
High proficiency in Microsoft Office and demonstrated success navigating electronic platform applications
Ability to work efficiently within an Online Ticketing Management Platform
Offer strengths in operations process support and logistics systems maintenance
Demonstrated history of problem solving skills
Demonstrated high emotional intelligence in interactions, building and maintaining positive relationships with customers and team members
Experience in maintaining accurate and up to date project documentation, including plans, contracts, schedules, and communications, with the ability to read and understand project plans.