Service Coordinator - MEP

ServiceX M.E.P., a distinguished provider of Mechanical, Electrical, and Plumbing services in the Atlantic region, is looking for a Service Coordinator to join our Baltimore, MD team!
Since 1951, the heart of our business has always been our unwavering commitment to service excellence. We pride ourselves on being our customers’ single point of contact for all planned maintenance and emergency services.

As a Service Coordinator, Your Primary Responsibilities Would Be:

• Dispatching: Efficiently receive and process incoming service requests from clients via phone, email, or other communication channels. Prioritize and dispatch HVAC, Plumbing, and Electrical technicians based on urgency, location, and skillset.
• Scheduling: Coordinate and schedule HVAC service appointments, considering customer availability, technician availability, and service requirements. Optimize the routing and scheduling of technicians to minimize travel time and maximize efficiency.
• Communication: Maintain clear and timely communication with clients, service technicians, and other team members. Provide updates on technician arrivals, delays, and any changes to scheduled appointments. Ensure effective communication between technicians and clients to address any questions or concerns.
• Documentation: Accurately record and maintain detailed service records, including client information, service requests, technician assignments, and work performed.
• Customer Service: Deliver excellent customer service by providing a friendly and professional experience during all client interactions. Handle customer complaints or issues with empathy and resolve them in a timely manner.
• Team Collaboration: Collaborate with service technicians, and other team members to ensure seamless service delivery. Share relevant information and feedback to improve overall operational efficiency.
• Payroll: Responsible for weekly payroll. Ensuring our team members are paid accurately and on time.
• Follow Up's: Will be responsible for ready technician notes and following up with customers to schedule additional services or needs.

Qualifications:

• "Can do" attitude with a team player mentality
• Customer Service oriented
• Excellent time management, multi-tasking, and organization skills
• Excellent written and oral communication skills
• Strong problem-solving, and analytical skills
• Ability to deal effectively with a multitude of individuals at all organizational levels
• At least 1 year of experience in the construction/trade service industry or dispatching
• At least 1 year of customer service experience
• High school diploma or equivalent

About Us:
ServiceX M.E.P., A Fidelity Company, is the premier provider of mechanical, electrical, and plumbing services catering to the Baltimore, Washington D.C., and Northern Virginia markets. Originally established in 1951 to support local businesses with their HVAC needs, our offerings have since evolved into a full suite of Mechanical, Electrical, and Plumbing services, supporting building owners, property managers, and multi-site operations.
Through close collaboration with our clients, ServiceX M.E.P. adds tremendous value providing a single point of contact for all planned maintenance and emergency services. Additionally, ServiceX M.E.P. is equipped with the resources and talents to provide emergency replacements and engineered retrofits to keep your businesses or facilities up and running.
At the heart of ServiceX M.E.P. lies an unwavering commitment to service excellence and value creation for our long-term clients.