Service Coordination Representative

2 weeks ago

Lombard, Illinois, United States Service Logic Full time

Service Logic

Customer Service Representative

Primary Responsibilities: The primary objective of this role is to deliver outstanding customer service by addressing client needs and fulfilling service commitments through effective coordination of personnel, tools, and resources. This position also involves assisting internal stakeholders with document preparation, proposal drafting, purchase orders, and agreement management. The representative will oversee all tasks assigned to the Customer Service Representative and will provide training in all relevant areas of responsibility. Professional attire and conduct are essential when interacting with customers and colleagues.

Customer Service Duties:

Deliver prompt and courteous customer service. Efficiently manage incoming customer calls, ensuring all necessary information is collected for accurate scheduling and invoicing. Enter this information into the dispatch system.

Schedule customer service requests without delay and assign the appropriate technician based on the customer's needs, the nature of the request, required skill set, and urgency.

Maintain a comprehensive weekly schedule of all calls, planning 2-3 days in advance. Inform customers ahead of time regarding preventive maintenance schedules in accordance with established best practices.

Provide technicians with Work Order/Project numbers upon dispatch, ensuring accurate documentation of completed work within the system.

Promptly follow up on any outstanding items, such as parts orders or rescheduling, after service calls.

Participate in and facilitate bi-monthly customer service meetings and all customer onboarding meetings.

Adhere to customer service best practices.

Maintenance Responsibilities:

Attend on-site meetings for new service agreements.

Assign and schedule all preventive maintenance tasks by the designated deadline each month.

Verify that all preventive maintenance is completed within two weeks of the assigned month.

Update task lists as new information becomes available.

Prepare a monthly report on open preventive maintenance calls for team meetings and review with the Service Manager regularly.

Project Support:

Assist the Project Coordinator as needed, ordering necessary equipment and scheduling qualified personnel to ensure project completion within the established timeline.

Monitor project costs to maintain profitability and immediately inform the Service Manager of any projects that are underperforming, along with suggested corrective actions.

Review project performance weekly and at month-end with the Service Manager and General Manager.

Ensure timely invoicing for projects to facilitate cash flow.

Sales Functions:

Prepare and deliver customer quotes within a 24-hour timeframe upon request. Depending on the complexity of the project, either create the quote or provide necessary information to the Service Manager for follow-up.

Maintain a comprehensive file of all issued quotations.

Encourage service agreements with non-agreement customers and promptly relay leads to the Service Manager.

Promote sales leads from service technicians and communicate them to the Service Manager without delay.

Productivity Enhancement:

Understand each customer's needs, the capabilities of each technician, and the geographical area to effectively direct and support service technicians.

Ensure technicians have the necessary information, tools, equipment, and parts to complete their tasks efficiently.

Inventory Management:

Maintain accurate inventory records for all assigned technicians and ensure proper tracking of parts and equipment.

Tool Management:

Keep track of the location and assignment of all company tools and maintain an updated list of personal tools used by service technicians.

Purchasing Responsibilities:

Respond promptly to purchasing requests and utilize the purchase order system effectively.

Maintain strong vendor relationships to ensure a steady flow of information and pricing.

Be knowledgeable about the vendors serving the company and the products they offer to provide quick responses when parts are needed.

Receivables Management:

Assist in the collection process by monitoring credit status and ensuring appropriate credit checks are performed on new customers before service is provided.

Continuous Improvement:

Continuously seek ways to enhance service delivery and personal performance. Suggest relevant training programs to supervisors as necessary.

Safety Practices:

Adhere to safe work practices in the office and promote safety in the field. Report any unsafe conditions to your supervisor.

Special Projects:

Engage in special projects and provide support as requested by your supervisor.

Qualifications:

To excel in this role, candidates must demonstrate the ability to fulfill essential duties satisfactorily. The qualifications listed below represent the knowledge, skills, and abilities required for this position. Reasonable accommodations may be made for individuals with disabilities to perform essential functions.

Reasoning Ability:

Ability to apply common sense to follow instructions provided in various formats and address problems involving multiple concrete variables.

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. Reasonable accommodations may be made for individuals with disabilities.

While performing the duties of this job, the employee is regularly required to sit, frequently use hands to manipulate objects, and communicate verbally. Occasionally, the employee may need to stand, walk, and reach above shoulder height. The employee must be able to lift and/or move up to 10 pounds. Specific vision abilities required include close vision.

Work Environment:

The work environment characteristics described here are representative of those encountered while performing the essential functions of this job. Reasonable accommodations may be made for individuals with disabilities. The noise level in the work environment is typically moderate.

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