Service Coordinator

Service Coordinator - Engineering Excellence

Responsible for supporting the sales team and installers by maintaining accurate data in the appropriate systems, communicating with the customer regarding scheduled calls and follow-up visits. Works closely and cooperatively with both sales and center staff. Communicates with the customer to ensure the customer is informed of scheduled appointments, to respond to inquiries, and to help to resolve issues and problems. Efficiently plans and routes the most-appropriate technicians and residential sales consultants. Work is performed, under general direction, in accordance with established processes and procedures in a fast-paced, constantly changing environment.

Service Experts offers a comprehensive benefits package designed to support employees and their families in managing their health and wellness needs. Following is a summary of the many benefits that could be available to you as a Service Experts valued employee.

• Competitive pay, including incentive opportunities for many positions
• Paid time off and company holiday pay
• Medical/dental/vision insurance programs
• 401(k) retirement savings plan with company-matching contributions
• Life insurance, for you and options you can elect for your family
• Short-term and long-term disability insurance options, that protects you and your family if you are unable to work
• Supplemental benefit programs such as: legal advice, pet insurance, health advocacy programs
• World class training opportunities through our Experts University
• Career development opportunities

Key responsibilities:

• Answer incoming calls from technicians and operations support
• Coordinate technicians work assignments for next work day
• Review technician paperwork for accurate billing
• Opening and closing residential installs
• Pulling permits when necessary
• Processing job packets
• Registering equipment for warranty coverage
• Analyzes, diagnoses, and resolves customer problems in a courteous, professional, timely, and accurate manner. Identifies potential problems to prevent premature and unexpected breakdowns or callbacks.
• Effectively and courteously communicates with customer in order to schedule service/maintenance/sales call while gathering information on the customer's current systems and needs as well as ensuring that the decision maker is present at the time of the call
• Responsible for calling customers to remind them of the upcoming scheduled appointment, to keep the customer informed on any changes in technician/installer arrival time, and to schedule service/maintenance calls
• Efficiently and effectively plans and routes technicians to service calls based on technician availability and skill sets, customer equipment and needs, geographical location, and latest information in the capacity planning system and on the dispatch board.
• Ensures the capacity planner is maintained and proactively fills appointment gaps due to customer cancellations/rescheduling in order to maximize capacity planning
• Ensures sales dispatch board and other related modules in STARS are updated as required
• Promptly responds to service technicians' requests, both by radio and telephone