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Service Coordinator

3 months ago

Aurora, United States Securitas Electronic Security Inc Full time

Position Summary:

The Service Coordinator oversees the delivery of all service work for Lumen under a SLA (Service Level Agreement). This begins with the creation of tickets, delivery of service to meet SLA timeframes and ends with final payment of service invoices. Multiple times a day you are contacting the branches with new ticket information, assisting with scheduling, implementation, material needs, subcontractor services, and other needs to complete the work. Upon completion of the field work, the ticket must be closed, a custom invoice process implemented, and tracking of all tickets of payment. Regular scheduled meetings, reports, status and metrics are required. Service Coordinator includes the duties of a local branch coordinator including but not limited to, making initial customer contact, scheduling technicians, managing vendor and sub-contractor relationships, ordering job site materials, stocking materials in Lumens warehouse, produce and process invoices, receive customer calls, assist in solving customer complaints, produce reports, make travel arrangements and other tasks. The Service Coordinator reports to the Lumen Program Manager.

Position Responsibilities:

.

  • Creation of all Lumen service tickets and communications of tickets to the local branches nationwide.
  • Assignment and delivery of all tickets under the SLA and contracted metrics agreement.
  • Manage relationship with vendors and sub-contractors ensuring schedule deadlines, project accuracy, manage invoices, and project budgets are met.
  • Order job site contracted material and control inflow from vendors including but not limited to creating purchase orders using the Solomon and SAP system.
  • Assist with an accurate inventory and maintain accountability for products in Lumens warehouse.
  • Receive materials from vendors, break down cartons and place on appropriate job shelf in Lumens warehouse. Must be able to lift up to 25 lbs.
  • Apply appropriate receipts to jobs and file paperwork accurately to job files using our system of record, Astea and Oracle Field Services.
  • Provide and present progress reports and metrics to the Lumen Team.
  • Work with appropriate personnel to provide information to POs and process invoices timely and accurately.
  • Communicate with appropriate departments regarding customer complaints that could develop into product issues, billing, PNC, customer dissatisfaction or major product failures.
  • Gathers, summarizes, and prepares data for key statistical reports, etc.
  • Place and receive telephone calls to site contacts, branches, etc.
  • Manage inquiries from Lumen, employees, vendors, etc.
  • Assists in solving problems or in directing inquiries to proper individual or department.
  • Maintain correspondence files and other related records.
  • May open, sort, and distribute mail for assigned area.
  • Develop written electronic mail reply to address routine correspondence or questions.
  • Create and evaluate customized Service Invoices for the Lumen Account.
  • Managing Service Queue within Astea/ SAP for Invoicing and Accounts Receivable Team.
  • Maintaining month end numbers for time, material and contract service tickets.
  • Communicate Daily with Lumen on scheduled service calls.
  • Special Projects as assigned by Program Manager.

Position Qualifications:

  • High School Diploma or Equivalent.
  • 3+ years customer service experience within a construction or service-related industry.
  • Previous customer service supervisory level experience preferred.
  • Excellent time management, planning and organization skills.
  • Excellent detail and follow-up skills.
  • Ability to multi-task within a fast-paced environment.
  • Ability to work in a deadline driven environment.
  • Excellent verbal and written communication skills by providing clear, concise language.
  • Excellent Skills within Microsoft Office Programs: Word, Excel, PowerPoint and Outlook.
  • Working knowledge of SAP, SBN, SAM or ERP systems preferred.
  • A valid state drivers license, without restrictions, is required for this position.