Service Coordinator

About Us:

Burns & Scalo Roof Asset Management delivers a proactive and comprehensive roof asset management program designed to help property owners and facility managers protect and extend the life of their roofing investments. Our services include detailed inspections covering all roof components, preventative maintenance planning, annual condition reporting, and “one call coverage” coordination to provide consistent roofing service through a network of rigorously vetted partners. We help clients reduce unplanned spending, plan for future capital needs, and minimize costly repairs before they occur.

Job Summary:

The Service Coordinator will assist fellow team members, manage customer service requests, process service dispatches, support sub-contractors, coordinate schedules for work, and invoice completed production. This position will ensure an exceptional leak response service experience for Burns & Scalo Roof Asset Management customers. This is a hands-on position for a self-motivated and customer-focused individual with a thorough understanding of technology, compliance, operations, and data management.

Job Responsibilities:

• Receiving and processing work order requests from the customer call center with a high degree of accuracy

• • Coordinates client requests and RAM subcontractors to complete all service work
  • Ensures that each dispatch is correctly updated; Dispatched, ETA for work to start is provided, work is started, the issue is resolved, and when the dispatch ticket is completed
  • Ensures subcontractors complete dispatched work and that pictures and descriptions of work completed are well documented in MasterKey.
  • Correctly and accurately completes invoicing per RAM and client requirements

• Manages Accounts Receivable activities
  • Creates necessary purchase orders and gains proper approvals from our sub-contractor partners and management
  • Completes invoicing for all Inspection, Contract, and T&M work completed by our subcontractors.
  • Ensure payments are received from our clients within the agreed upon T&C for each client so that our sub-partners are paid for completed work
• Works in coordination with RAM Project Coordinator, RAM Account Manager, and the Client to ensure seamless customer support
  • Filters client work requests to the Project Coordinator as necessary
    • Contract bid opportunities by clients
    • Status updates of contract work by clients
  • Perform other duties as assigned by VP & GM

Job Qualifications:

• A minimum of three years of office and account support/customer service experience
  
• Possess strong communication skills and be comfortable with phone, email, and in-person outreach to clients
• Must enjoy people and want to build appropriate levels of rapport with our clients, sub-partners, and team members.
• Basic computer skills and the ability to learn customer service management, scheduling, dispatch, and accounting software
• Must possess Interpersonal Skills to be supportive, kind, empathetic, patient, and respectful in working with colleagues and customers
• Willingness to learn roofing and asset management concepts
  
• Able to convey information in writing or verbally to people clearly and simply
• Able to receive information actively to ensure clarity of the message
  
• Possess a High school diploma/GED
• Previous office or business experience
• English fluency

Preferred Qualifications:

• Experience in the construction or roofing industry
• Associate degree or equivalent from a two-year College or technical school
• Dispatch experience

Physical Requirements:

• Required to stand, walk and sit; talk or hear in person and by telephone; use hands to handle or feel objects or controls; reach with hands and arms.

Hourly Rate: $24.00 - $27.00 per hour

Benefits:

• Profit Improvement Incentive
• 15 Days of Paid Time Off and 7 paid Company holidays a year
• Health, Dental, and Vision Insurance
• Company-paid life insurance
• 401(k) with company match
• Short and Long-Term Disability Insurance options
• Health Savings Account with company contribution
• Employee Assistance Program (EAP)