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Lead Service Coordinator

2 months ago

Cincinnati, United States Integrated Protection Services Full time

Primary Responsibilities

The Lead Service Coordinator is responsible for providing the highest quality customer experience to both our external and internal customers by scheduling service appointments in a timely and efficient manner. This role will also oversee 2-3 Service Coordinators.

Essential Functions

Lead a team of 2-3 service coordinators for the National Accounts Division of IPS. Schedule service with customers ensuring customer-specific scheduling procedures are followed. Send new service ticket information to technicians and obtain acceptable ETAs for open service tickets. Communicate with technicians via phone and email correspondence. Track ordered parts and provide tracking to technicians. Determine additional steps needed to keep open service tickets moving to ensure completion within a timely manner. Update multiple systems to ensure each service ticket is up-to-date and close tickets once the job is complete. Coordinate scheduling, billing, and payment processing with subcontractors. Support customers with minor troubleshooting processes. Provide excellent customer service via customer phone calls, emails, and online requests. Schedule service with customers ensuring customer-specific scheduling procedures are followed. Send new service ticket information to technicians and obtain acceptable ETAs for open service tickets. Communicate with technicians via phone and email correspondence. Track ordered parts and provide tracking to technicians. Determine additional steps needed to keep open service tickets moving to ensure completion within a timely manner. Update multiple systems to ensure each service ticket is up-to-date and close tickets once the job is complete. Coordinate scheduling, billing, and payment processing with subcontractors. Support customers with minor troubleshooting processes. Provide excellent customer service via customer phone calls, emails, and online requests.

Required Qualifications

High School Diploma 3+ years experience as a Service Coordinator Physical Security Industry experience preferred Possess excellent math, language, and reading skills. Must fluently speak, read, and legibly write in English. Must have aptitude to pick up technical information. Must be self-motivated; able to perform with little supervision. Excellent computer skills-must be able to navigate company software and third-party inspection software, enter data and send communication. Requires excellent knowledge of Microsoft Word and Excel. Possess good interpersonal skills, strong verbal and written communication skills, and a professional approach At least two years of customer service At least two years of administrative experience is preferred but not required Ability to multi-task in a fast-paced environment

Physical Requirements & Environment

This job operates in a clerical, office setting. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines All employees of IPS are subject to random drug testing per our Drug Free Safety Policy Background check required. Must have and maintain a clean driving record (no DUIs or other serious violations within the past three years).

Duties

Other Duties

Start his/her day trying to determine how he/she can exceed customer satisfaction at each opportunity. Be ever mindful that he/she has both internal and external customers. Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

EEOC Statement

It is the policy of Integrated Protection Services not to discriminate against any employee or applicant for employment because of race, color, religion, sex, national origin, age, marital status, genetic information, disability or because he or she is a protected veteran. It is also the policy of Integrated Protection Services to take affirmative action to employ and to advance in employment, all persons regardless of race, color, religion, sex, national origin, age, marital status, genetic information, disability or protected veteran status, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment. For Integrated Protection Services’ full EEO/AAP statement, please contact the Human Resources Department.

AT WILL

All employment positions at Integrated Protection Services Inc. are “at-will” positions. “At-will” positions are those where employment and compensation can be terminated with or without cause and with or without notice. No one is authorized by the company to provide any individual with special arrangements concerning terms or conditions of employment. No permanent employment or employment for any term is intended or can be implied by statements in this job description. #J-18808-Ljbffr