Service Coordinator

SUMMARY

The Service Coordinator’s position supports California Boiler’s vision, mission, and core values. The Service Coordinator is responsible for first-touch customer interaction and follow-through, workorder generation and follow-through to completion for invoicing, assigning labor and verifying all necessary parts are available to perform service calls. The Service Coordinator is responsible for ensuring that all work orders assigned to ‘LOCALSA’ and ‘SADAILY’ are being processed and assigned properly. The SC is also responsible for attempting to solution: PO acquisition, customer information gathering, workorder progression, and the field readiness of those jobs within their region of responsibility. The SC communicates readily any failures and perceived operational problems to upper management for proper handling. The SC is the responsible party for the lifespan of the workorder, seeing it from inception to closure for billing, and provides the first lens of review prior to moving it to a ‘Bill Ready’ status. The SC will consistently work with the assigned technicians to confirm labor entries and time-sheet entries each week.

ESSENTIAL DUTIES

• Coordination of Service Calls and Work Orders 65%
• Customer Service Administration 23%
• Open and Close the Department 10%
• Other Duties Assigned 2%

GENERAL DESCRIPTION OF TASKS AND DUTIES

Coordination of Service Calls

• Take incoming customer calls, emails and (occasionally, texts) to develop and negotiate the creation of work orders. This includes receiving customer information, observations of problems reported, and PO references. With this information, workorder generation takes place and the SC duly assigns the workorder for service based on the availability relayed from the Dispatch Board.
• The SC is the first and last point of contact for our customers, and therefore act as the face of our organization. Impeccable representation is necessary.
• The SC is assigned a region of responsibility, based largely on County lines within the Southern California boundaries for our Branch.
• Within their region of responsibility, the SC will be responsible for a select group of Tradesmen as well as a Regional Service Salesman.
• Daily coordination with this group is the expected and primary friction point from which this position operates and maintains.
• The SC’s duties require constant contact with the ongoing flow of those jobs which are in process, the customers, tradesmen, and salesmen involved in each one, and the negotiation of any and all changes which may need to be made mid-stream to solution issues that arise.
• The SC works in conjunction with our Organization’s Foremen for assistance with jobsite and/or labor questions related to staffing a project.
• The SC also coordinates with the other SC’s such that the larger picture of daily customer and project needs can be met efficiently.
• The SC is responsible for ensuring Parts to be allocated to a quoted job are indeed available before scheduling and must coordinate with the Buyers to verify the status of Parts for each project under their care.
• The SC will also monitor Labor and Time-Sheet entries for their assigned Tradesmen. Daily and weekly vetting is required.
• Closure of workorders requires a first-lens review of each completed workorder prior to changing its status to ‘Billing Ready.’
• The Service Coordinator reports directly to the Senior Service Coordinator.

Customer Service Administration – Internal/External

• Liaison with customers regarding the status of service calls, follow up work, and scheduling.
• Assist other service coordinators with overflow as needed.
• Advise supervisor if any changes to customer information or any Supervisor Information Requirements are met.

Paperwork Administration

• Enter, update, correct information in Service Trade accordingly and accurately. Assign and/or verify the appropriate status to service calls.
• Review work orders returned from technicians and verified all information is accurate and complete. Adjust information accordingly. Attach applicable emails or documents. Process work order for invoicing.
• Prep preventative maintenance work orders/checklists/lists appropriately
• Provide backup to technicians and the purchasing department in ordering parts for the service, as needed.
• Provide backup to the Sales Department in preparing quotes for technicians.
• Assist technicians in various other paperwork administration that includes timesheets and payroll discrepancies.

Other duties as assigned

• Check voicemail and enter information accordingly into the computer database.
• Enter overnight service calls and if appropriate, re-route field technicians the priority service call.
• Advise screener leaving for the night. Shut down and secure the building and set the alarm.
• Be prepared to open the department or close the department as needed.
• Be prepared to assume duties for other service coordinators in their absence.
• Be prepared to assume additional duties of support for scheduling and work order follow-up.
• Assist Senior Service Coordinator on procedural process flow and work order maintenance during ‘down-time.’
• Non-emergency time-off requests are negotiated via the calendar of availability. Not more than one Service Coordinator can be approved for time off at a time. This is for standard vacation requests and does not include emergencies or sick time.

EXPERIENCE / EDUCATION

Years / Type of Experience: Preferably at least three years of dispatching, scheduling, and customer service or administrative experience. Remarkably familiar with basic data entry, telephone etiquette, and administrative skills. Must be deeply knowledgeable with MS Office and Windows Application. Minimum typing speed of 35 wpm required. Experience with Service Trade/ SAMPro DataBasics is a huge plus.

COMMUNICATION SKILLS / STYLES

• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
• Ability to write routing reports and correspondence.
• Ability to speak clearly and concisely.
• Ability to deal with public in a courteous and tactful manner.
• Ability to task prioritize phones and computer data input in a fast-paced and dynamic environment.
• Ability to be an effective listener.

ADDITIONAL SKILLS

• Problem - Solving
• Reasoning
• Proactive
• Flexible and Adaptable to change
• Independent
• Customer Service
• Team Player
• Organizational and Task Management Skills
• Mathematical and Business Acumen

RELATIONSHIPS

• Works closely with Technicians, Service Coordinators, Service Supervisor, and Assistant Operations Manager
• Interacts externally with the customers.

TECHNICAL SKILLS

• Hardware: computer, keyboard, multi-phone line, headset, printer, scanner, copier
• Software: MS Office, Windows PC, and Service Trade and SAMPro DataBasics
• Specialized Training: Typing

WORKING CONDITIONS

While performing the duties of this job, the employee is working in an office environment where there is protection from the outside weather conditions but not necessarily from temperature changes, exposed fumes, or airborne particles. The noise level in the work environment is usually quiet to moderate.

PHYSICAL REQUIREMENTS

While performing the duties of this job, the employee is required to have ordinary ambulatory skills to sufficiently visit other locations; and the ability to stand, walk, stoop, kneel, crouch, and manipulate (life, carry, move) light to medium weights of 10-25 pounds. Requires good hand-eye coordination, arm, hand, and finger dexterity, including ability to grasp, and visual acuity to use a keyboard, operate equipment and read application information. The associate frequently is required to sit, reach with hands and arms, talk, and hear.

PHYSICAL DEMANDS

Strength

o Standing; frequently

o Walking; frequently

o Sitting; constantly

o Lifting, carrying, pushing (up to 10lbs.); occasionally

Reaching

o Handling; constantly

o Keyboarding; constantly

o Throwing; never

o Eye-Hand Coordination; constantly

o Foot-Hand-Eye Coordination; rarely

Climbing

o Stairs; occasionally

o Ladders; never

o Balancing; occasionally

Hearing

o Ordinary; constantly

o Loud Audible Exposure; rarely

Stooping

o Kneeling; rarely

o Crouching; rarely

o Crawling; never

o Turning/Twisting; constantly

o Bending at the waist; occasionally

Seeing

o Acuity Near; constantly

o Acuity Far; occasionally

o Depth Perception; occasionally

o Color Vision; constantly

o Field of Vision; constantly

The information in this job description indicates the general nature and level of work performed by an employee in this role. It is not designed to contain a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this role. This description supersedes any previous or undated description for this role. Management has the right to add or change the duties of the position at any time with or without notice. Additionally, specific employer provided training and updating of procedures, as deemed necessary should be an ongoing responsibility of the employee. This job description in no way alters the “at-will” relationship between the employer and employee.

California Boiler is committed to being an Affirmative Action/ Equal Opportunity Employer for Minorities, Females, Protected Veterans, and Persons with a Disability. Qualified applicants will be considered for employment without regard to protected veteran status and disability status. We do not discriminate in employment based upon race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, veteran status, disability status, or another other characteristic protected by law.

Job Type: Full-time

Pay: $22.00 - $30.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• Dental insurance
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Work Location: In person