What are the responsibilities and job description for the Service Coordinator position at ORR Protection?
ORR Protection is a national leader in fire and life safety, delivering intelligent, lifecycle-driven solutions that protect people, property, and business continuity. For more than 75 years, we've built our reputation by serving organizations in mission-critical environments-where performance matters and reliability is essential. As a third-generation, family-owned company, we remain grounded in strong relationships, a commitment to doing the right thing, and a deep sense of responsibility to our customers and our people. Today, ORR supports associates and customers across all 50 states, combining national expertise with a culture rooted in safety, respect, and care. When you join ORR, you're part of a team dedicated to protecting what matters most, while building a career you can be proud of.
Learn more about our company culture here.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.
Service Scheduling & Dispatch
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Work with Field Operations to Create Profit Driven Routine Service Schedules that meet Service Due Dates and Customer SLA's
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Achieve Monthly On-Time Completion targets (to be defined)
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Confirm and coordinate Routine Service Schedules with Customer, Service Account Team, Subcontractor and Field Operations.
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Work with Field Ops to Create and Obtain Profit Driven Schedules for Scheduled Repairs that meet Due Dates and Customer SLA's
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Dispatch, Confirm and Coordinate Scheduled Repairs with Customer, Subcontractor, Service Account Team and Field Operations
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Take Emergency Service Call Requests via Phone, Email, Text, (Instant Message) IM or Portal from Customer, 3rd Party, Account Team or Others
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Dispatch, Confirm and Coordinate Emergency Service with Customer, Subcontractor, Service Account Team and Field Operations
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Achieve Daily, Weekly or Per Tech revenue targets (to be defined)
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Schedule Subcontractors
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Cut Subcontractor Purchase order (PO)
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Assist with Subcontractor scheduling or escalation as needed
Field Orders & ERP Administration
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Create and Edit Field Orders in ERP system.
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Audit Validity of Field Orders in ERP
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Dispatch Field Orders
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Maintain accurate Field Order Statuses
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Create Sales Order in ERP
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Confirm Quote function in ERP for Emergency Service
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Accurately enter Data into ERP or other Systems
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Respond to, enter, manage and maintain scheduled activities in ERP
Customer Communication & Team Coordination
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Respond promptly to Customer needs via email, phone, text, IM or Portal
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Maintain communication with customer or Account Team until resolution or hand off
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Customer Portal Entry
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Coordinate with Project and Project Management teams to ensure adequate, appropriate and efficient use of resources
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Participate in internal and Customer meetings as required
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Conform to company quality system
- Customer Service experience or demonstrated proficiency
- Analytical thinker
- Ability to excel in collaborative environments
- Ability to work independently
- Goal Oriented
- Can make data driven decisions quickly
- Understanding of spreadsheets and basic filters, formulas and functions
- Ability to excel in high pace environments
- Data Entry Skills
- HIgh School Diploma or Equivalent
- Experience in customer service, dispatch or general business administration, preferred
- Microsoft Office Products
- Intermediate level user of Excel or equivalent
- This role operates within an office setting.
- Working for a company where the associates are viewed as the company's greatest asset.
- Being part of something you can be proud of - making a difference in the health and wellness of people and our planet.
- A growing company with a first class reputation in our respective industries.
- A culture that is fun, family oriented and entrepreneurial.
- A company that offers a focus on work life balance and encouragement to make a big impact.
- A caring group of associates with a commitment to make the communities we work in better for all.
- Excellent benefits including 401(K), health, life, dental, tuition reimbursement and numerous perks such as training and development
Equal Opportunity Employer / Vet / Disabled
ORR Corporation is an equal opportunity and affirmative action employer. Women, minorities, people with disabilities and veterans are strongly encouraged to apply.