Service Coordinator

JOB SUMMARY

The SERVICE COORDINATOR will be responsible for serving as the primary point of contact in managing incoming calls, addressing the needs of callers, collaborating, creating work orders, and providing support in various tasks. Demonstrating adaptability, effective communication, and strong commitment to contributing to team success. Supports and aids the Service Managers in daily tasks.

JOB DUTIES AND RESPONSIBILITIES:

• SERVE as the main point of contact for service calls, efficiently handling incoming calls, addressing the needs of callers, including providing information, transferring calls to the appropriate parties, and ensuring a high level of customer satisfaction.
• COLLABORATE with the Director of Service, Service Managers, and Superintendents as necessary to support in various tasks.
• LEARN and understand the workflow with all service team members. This includes but is not limited to creating work orders, updating work orders, updating RA’s (Recommended Actions), leak calls, compiling bids, and invoicing when needed.
• FOLLOW-UP with Service Managers and team members as necessary via phone/email.
• FOLLOW-UP with customers as necessary via phone/email.
• UPDATE third-party systems for accuracy on scheduled dates.
• SITE SURVEY process – establish and communicate ETA, update in real-time through work order process, schedule changes, confirmation of completion, proposal submission, and follow-up if applicable.
• ASSIST with saving all completion pictures, punch list reports, and close out documents.
• ASSIST with compiling close-out packets as necessary.
• ASSIST with additional projects, initiatives, and reporting metrics as assigned.
• OPERATE company vehicles, on occasion, to designated areas as assigned by the Service Manager.
• PERFORMS OTHER ESSENTIAL DUTIES AS ASSIGNED.

EQUIPMENT OPERATED:

General office equipment

KNOWLEDGE, SKILLS AND ABILITIES:

• Skilled in communication for effective phone interaction with customers, stakeholders, and team members.
• Ability to communicate clearly with strong follow-up abilities.
• Skilled in organization and time-management.
• Skilled in using Microsoft Office Suite (Excel, Word, PowerPoint).
• Skilled in computer usage, with the ability to learn new software.

MINIMUM QUALIFICATIONS:

High School Diploma or equivalent

One (1) year of customer service or general office experience in the roofing/construction industry

SPECIAL QUALIFICATIONS

Must pass a criminal background check

Must have a valid driver’s license

Must have and maintain a good driving record

Must be AGILE. The ability to hold yourself and others Accountable, have a personal Growth mindset, ability to act with Integrity, ability to demonstrate Leadership attributes to motivate and support coworkers, and practice Everyday Improvement.

WORK CONDITIONS:

Works in a heated and cooled office environment with minimal exposure to the outside elements.

Prolonged periods of sitting at a desk and working on a computer.

The above describes the general content and requirements for this job. It is not intended to be an all inclusive list of duties, responsibilities, or requirements.