What are the responsibilities and job description for the Territory Service Coordinator position at Piedmont Service Group?
Description
About the Company
Established in Raleigh, NC in 1971, Piedmont Service Group is a privately held energy efficiency and facilities services company focused exclusively on helping commercial, industrial, institutional, and government organizations operate and maintain their buildings in a safe, healthy, and efficient manner.
Our offices located across the Carolinas and Virginia allow us to serve our clients with a team of local accredited and licensed professionals. Piedmont is committed to building lasting relationships with the customers we serve and fully understanding our customers' needs to provide the best solution for each client.
Position Summary
As a Territory Service Coordinator for Piedmont Service Group, your primary objective is to coordinate service activities within an assigned territory, maintain effective schedules for our Service Technicians, and ensure customer commitments are met in a timely and professional manner.
Just as importantly, the Service Coordinator plays a key role in the overall customer experience. Every customer interaction is an opportunity to create a positive experience, build trust, and reinforce the value of doing business with Piedmont Service Group. This includes providing timely communication, setting clear expectations, following through on commitments, and keeping customers informed throughout the service process.
This position must maintain a working knowledge of assigned maintenance contracts, including coverage, included services, and billable services, while serving as a dependable point of contact between our customers and service team.
Key Responsibilities
- Coordinate Service Technicians daily to perform scheduled maintenance and repairs and ensure customer commitments are met.
- Manage daily, weekly, and monthly Technician schedules within the assigned territory.
- Serve as a primary point of contact for customers, providing responsive, professional, and friendly communication throughout the service process.
- Use every customer touchpoint, including phone calls, emails, scheduling, service updates, quotes, and follow-up, as an opportunity to create a positive customer experience.
- Proactively communicate scheduling changes, delays, service status, and next steps so customers are never left wondering where things stand.
- Work closely with Service Managers, Field Supervisors, Technicians, Parts Distributors, Service Accountants, and Sales Representatives to meet customer needs.
- Prepare and communicate repair quotes to customers and provide timely follow-up on outstanding quotes.
- Take ownership of customer requests by helping move issues toward resolution and ensuring appropriate follow-up occurs.
- Work with the A/R Department regarding current customer account status.
- Perform all other duties as assigned.
What Customer Service Means in This Role
At Piedmont Service Group, customer service is more than answering the phone or scheduling a Technician. We want every interaction with a customer to leave them with a positive impression of Piedmont.
That means:
- Communicating clearly and professionally
- Responding promptly
- Setting realistic expectations
- Keeping customers informed
- Following through on commitments
- Taking ownership instead of simply passing a request along
- Looking for opportunities to make the customer's experience easier
- Treating every interaction as an opportunity to strengthen the customer relationship
Hours
Monday-Friday, rotating schedule with a 30 minute to 1-hour lunch taken each day
- 7:30 a.m.-4:30 p.m., or
- 8:00 a.m.-5:00 p.m.
Requirements
Requirements
- Computer literate and technology savvy; proficient in Microsoft Office, particularly Excel and Word.
- Excellent verbal and written communication skills.
- Strong customer-service mindset with a genuine desire to help customers and create positive experiences.
- Ability to communicate professionally and positively, even when dealing with schedule changes, service issues, or frustrated customers.
- Strong phone and interpersonal skills.
- Ability to understand technical terminology and mechanical processes.
- Key2Act (WennSoft) and MobileTech experience is a plus.
- Strong organizational skills.
- Ability to multitask and remain detail-oriented in a fast-paced service environment.
- Outgoing, positive attitude with a strong sense of ownership and follow-through.
Benefits Include
- Medical, Dental and Vision
- Life & AD&D Insurance
- Short- and Long-Term Disability
- 401(k) / Profit Sharing
- Paid Time Off
*Piedmont Service Group is an Equal Opportunity Employer, including disability and protected veteran status. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.
For a confidential consideration, please forward resume to: hr_manager@piedmontsg.com
Please visit our website at: http://www.piedmontsg.com/
Piedmont Service Group is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender identity, sexual orientation, national origin, disability, or status as a protected veteran.