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Customer Service Coordinator, Service Operations

4 months ago

Cleveland, United States The Brewer-Garrett Company Full time
Job DescriptionJob DescriptionBrewer-Garrett is a facility solutions company. Our goal is to make buildings more energy-efficient through HVAC design, electrical upgrades, building automation systems design and installation, maintenance, and repair. We are a solution-based business with a proven track record of saving our clients' money through reduced energy usage while improving their overall carbon footprint. Our team is second to none. Their creativity and dedication to providing solutions for our clients is their #1 priority. Their team-oriented approach to projects is what sets BG apart from the rest of the industry. Our company is built upon the talent and experience of our associates, and we are looking for a Customer Service Coordinator to join our team

JOB SUMMARY

The Customer Service Coordinator will answer and respond to service calls from customers and dispatch technicians accordingly. The CS Coordinator will take calls from technicians and record work completed, as well as develop and implement a schedule for field and support staff to ensure customer and departmental goals are met.


DUTIES/RESPONSIBILITIES:

  • Make and receive phone calls from customers and technicians to communicate and prioritize work assignments
  • Contracts: Enter new contracts and budgets; Make new contract files and adjustments to contracts; and Run and transfer costs on inactive contracts
  • Work orders: Create unbilled work order list; Update work orders for contract labor; and Generate PM work orders
  • Calculate material and enter purchase order information
  • Provide logistical support to the field to ensure maximum output per man-hour
  • Dispatch appropriate technician to satisfy customer problem based on skill, nature of problem, location of problem and location of personnel
  • Ensure proper paperwork is received by and from technician as required, including work orders, tasking, start up sheets, etc.
  • Understand and manage financial requirements for each project and service contract. Notify service manager if financial expectations are at risk of not being met
  • Schedule preventive maintenance work 2 weeks in advance
  • Advise service manager of any customer concerns immediately
  • Collective Bargaining Responsibilities
  • Complete and submit Union Reports monthly
  • Apply Union rate changes per the respective collective bargaining agreements
  • Update skill level changes
  • Maintain awareness of customers that are a credit risk to the Company
  • Communicate leads from conversations with Technicians, or from reviewing service work orders, to the Sales Manager
  • Other duties as assigned within the scope of this role

SUPERVISOR RESPONSIBILITIES: None


QUALIFICATIONS

  • High School diploma or equivalent
  • 5 years working as a customer service representative or dispatcher

KNOWLEDGE, SKILLS & ABILITIES

  • Proficient with phones and computers to work with existing ERP and various software (COINS, GPS, MS Office)
  • Be able to file, organize and manage paperwork
  • Must be highly organized and be able to work well under pressure
  • Must build rapport and productive working relationships with customers and vendors
  • Must build rapport and productive working relationships with other Company departments
  • Must be able to work under pressure during periods of extreme demand, typically coinciding with very hot or very cold outside temperatures
  • Excellent communication skills (oral and written)
  • Must demonstrate professionalism and tact
  • Ability to maintain satisfactory attendance

WORKING CONDITIONS

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.



PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

  • While performing the duties of this job, the employee will sit; stand; walk; type on a keyboard and use a computer mouse; reach or reach above shoulder; bend or stoop; climb stairs; talk; and hear. The employee must occasionally lift or move office products and supplies up to 20 pounds.
  • Must be able to work under pressure during periods of high demand, typically coinciding with extreme hot or cold temperatures

BENEFITS

  • Medical, Dental, and Vision
  • 401(k) with Employer Match
  • Employer-paid disability benefits
  • Life and Critical Care Insurance
  • HSA & FSA
  • Employee Assistance Program
  • Paid-time off
  • Open-door policy
  • On-site gym
  • Collaborative culture

Apply now to find out why our Associates think that Brewer-Garrett is a great place to work


BG is proud to be an EOE and Drug-Free Workplace.

Brewer-Garrett is an equal opportunity employer, all qualified job applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.



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