Service Coordinator

South Western Communications

South Western Communications, SWC, is one trusted source for communication, physical security and life safety solutions to meet the needs of Healthcare, Education, Detention and Commercial customers. We utilize a consultative approach to conduct an in-depth needs analysis, enabling our customers to fulfill their mission critical processes. We continuously research and select only the best-in class product collection. We utilize these products to create an integrated solution with your goals and needs in mind, ensuring satisfaction and flawless integration. At SWC, we strive to exceed your expectations and invest the time and resources into every job because we care about our customers.

Title: Service Coordinator

Reports To: Regional Service Manager

Classification: Non-exempt, Hourly, Full Benefit Package with 401k

Position Summary:  As the first voice SWC’s clients hear when they have a problem, the Service Coordinator plays a central role in our ability to provide excellent service by fielding incoming calls, scheduling and confirming service appointments, tracking incomplete service calls and scheduling return visits, preparing POs for equipment needs, following up after service calls, and promptly preparing and issuing service invoices.

Essential Duties and Responsibilities:

1. Fields incoming calls from clients, asks probing questions to determine the nature of the client’s issues, creates a service ticket documenting the issue, and based on specialty schedules an appointment with the appropriate service technician.
2. De-escalates client issues by expressing empathy, and assuring client that SWC will get the issue resolved.
3. When scheduling service tickets, utilizes technician and client location information to create efficient service routes that maximize billable time, and minimize travel time between appointments.
4. Supports technicians in the field by accurately creating POs and allocating parts to service tickets, researching unlabeled parts to determine accurate part number for inventory purposes.
5. Tracks incomplete tickets, works with technicians to identify what is needed to resolve issue, and drives resolution by ordering needed parts and scheduling return trip(s) as needed.
6. Periodically follows up with customers to determine satisfaction after technician visit.
7. Prepares and issues invoices for service tickets with accurate parts and labor allocation and responds to any customer questions regarding the invoices.
8. Becomes conversant in basic terminology of SWC’s various systems to facilitate better
9. communication between clients and technicians.

Other Duties and Responsibilities:

1. Manages the schedule for the on-call rotation
2. Attend company meetings on or off-site as required
3. Supports Service Manager with any additional needs required to keep department running smoothly
4. In the absence of the Service Manager, fills in to resolve any customer issues that are escalated, and to effectively prioritize tickets.

Requirements:

1. Must submit to and pass pre-employment drug screen and random drug screens as mandated by the Tennessee Drug Free Workplace program.
2. Must be able to become a registered alarm employee under the requirements of the State of Tennessee.
3. Must have clear and effective oral and written communication skills.
4. Highly detail oriented and able to effectively accomplish multiple tasks with competing priorities, while maintaining a high level of accuracy.
5. Technologically savvy and able to learn and navigate multiple different desktops and cloud-based software systems.
6. Able to identify common client issues, and time to resolve to maximize scheduling efficiency.
7. Excellent customer service skills for both external (clients) and internal (technicians, admin, warehouse) customers.
8. Able to work both as an individual and as part of a team, collaborating to resolve cross departmental issues.
9. Shows a strong sense of ownership, and a drive to resolve problems.

Physical Demands:

1. Must be able to communicate effectively via phone calls, text messages, and emails.
2. Must be able to work, sitting or standing, at a computer for extended periods of time.

Work Conditions:

Work primarily done indoors in a temperature-controlled office setting.

Disclaimer:  Job descriptions do not typically include every duty or responsibility that a person in the role may be asked to perform. Employee should be willing and able to perform other related duties as they are assigned.

Management has the right to revise this description at any time. The job description is not a contract for employment, and either you or the employer may terminate employment at any time, for any reason as outlined in the employee manual or other written agreement.