Service Coordinator

2 weeks ago


Houston, Texas, United States Concentric Full time
Job Summary

The Service Coordinator is a key role at Concentric, responsible for ensuring seamless customer experiences by managing employee schedules to meet customer demand. This position oversees employee interactions with customers, handles complaints or questions, and reports to the Service Manager.

Key Responsibilities:
  • Open work orders and schedule service calls with customers and technicians.
  • Manage, transfer, and stock parts.
  • Follow up with customers on completed service work.
  • Update customer information in the tracking system.
  • Send completed and accurately priced work orders to customers.
  • Create invoices for work orders and send them to customers.
  • Answer inbound and make outbound calls in a professional manner.
  • Resolve client-billing problems and mitigate issues.
  • Respond to communications via email, phone, or fax.
  • Schedule preventative maintenance with customers and review pricing and contracts.
  • Maintain PM truck schedules and ensure PMs are properly scheduled with technicians.
  • Prepare PM reports for the customer service representative to send to customers and management.
  • Organize shipping for service products.
  • Stock and count service parts room as directed.
  • Work with the CSR on loaners and rentals.
Key Performance Measurements:
  • A scorecard reflecting performance in areas such as daily service duties, PM completion, customer service feedback, and parts management.
  • Resolving and completing service work orders in a timely manner.
  • Observation of attitude, diligence, team contributions, and willingness to learn new skills and information.
Requirements:
  • High School or GED Diploma required.
  • Proficiency in Microsoft Office, including Excel, Word, and PowerPoint.
  • Strong communication, problem-solving, and analytical skills.
  • Ability to organize work and work independently with limited supervision.
  • Ability to work with diverse backgrounds and needs, and across remote offices.
  • Ability to clearly articulate ideas and listen effectively to customer needs.
  • Ability to develop and maintain strong workplace relationships with an emphasis on customer satisfaction.
  • Ability to work collaboratively with other departments toward the greater good of the organization.
  • Ability to adapt to a fast-changing environment.
  • Must have attention to detail with an eye for accuracy.
  • Capable of identifying and completing critical tasks independently with a sense of urgency.


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