Service Coordinator

Job Description Summary

The Service Coordinator will play a crucial role in managing the scheduling, dispatching, and customer relations for our service department. This individual will be responsible for ensuring that service requests are handled efficiently, technicians are dispatched effectively, and customer inquiries are resolved promptly. The ideal candidate will have strong organizational skills, excellent communication abilities, and a background in the electrical trade or related service industries.

Job Description:

Role & Responsibilities

1. Scheduling and Dispatching:

- Coordinate and schedule service calls and maintenance appointments based on technician availability, skills, and customer needs.

- Ensure timely dispatch of field technicians to service calls, optimizing routes and minimizing downtime.

- Monitor technician schedules and adjust as necessary to accommodate urgent or unexpected work requests.

-Monitor online portal requests, work process updates, and budgets as necessary to accommodate work requests.

-Meet with Project Managers and Estimator for job turn overs and update manpower requests on the service schedule.

-Manage reoccurring maintenance work performance, communicating with the customer ahead of the month due & providing reports of work done as needed.

-Work with service team to keep a log of customer requests and assignments, follow up with customers, schedule meetings, provide support for estimates as needed. 

-Generate work order and projects, input descriptions, budgets and update foreman with budget information as needed. Provide weekly updates on complete work, move to billable status and provide report to review with management.

-Utilize Qlik reports for work order, project and job reviews and support.

-Assist with subcontracts, rental agreements, utility providers, and customer paperwork.

2. Customer Service:

- Serve as the primary point of contact for customers requesting electrical services, providing exceptional service and support.

- Address customer inquiries, concerns, and complaints in a professional and timely manner.

- Follow up the customers' post-service to ensure satisfaction and resolve any outstanding issues.

-Build and maintain strong relationships with existing customers & prospective customers.

3. Administrative Support:

- Maintain accurate records of service requests, work orders, and customer interactions in the company's service management software and company files.

- Prepare invoices for all associated costs, review work description, and provide support for billing inquiries.

- Prepare and maintain reports on service performance metrics, customer feedback, and technician workload.

-Primary person to maintain, communicate and schedule technician, tool, technician and customer certifications for seamless services to Hunt Electric's customers.

-Support permit creation, scheduling and inspections as required.

4. Collaboration:

- Work closely with field technicians, and project managers to ensure efficient workflow and seamless communication.

- Assist in training new service coordinators and support staff as necessary.

- Collaborate with management to identify areas for service improvement and implement best practices.

-Develop a relationship with other Hunt Electric service team members

-Provide communication within Hunt Electric to facilitate tools, rentals or other resources (example bucket truck or safety equipment) to allow timely and efficient use on jobs or service calls.  

-Perform work ride along, job site walk-throughs for knowledge and awareness of the jobs and customer requirements as needed.

5. Safety and Compliance:

- Ensure compliance with safety regulations and company policies regarding service operations.

- Participate in job reviews for customers or job requirements and promote a culture of safety within the service department.

-Assist technicians with communicating needs for safe work practices and ensure customer awareness due to impacts of work schedule is known.

Qualifications and Education Requirements

- High school diploma or equivalent; degree in a related field preferred.

- Previous experience in a service coordination or administrative role, preferably within the electrical or construction industry.

- Strong understanding of electrical systems, terminology, and service processes is an advantage.

- Proficient in using service management software and Microsoft Office Suite (Word, Excel, Outlook).

- Excellent organizational and multitasking skills with a keen attention to detail.

- Strong verbal and written communication skills, utilizing phone and emails as primary communication with a customer-centric approach.

- Ability to work effectively in a fast-paced environment and handle stressful situations with professionalism.

-Cooperative attitude and flexibility to changing priorities is key to success.

-Ability to work across departments and skill levels. 

-Ability to meet deadlines under pressure.

-Ability to prioritize and to work independently. 

-Ability to build strong working relationships with internal and external business customers.

-Ability to commute for the in-office role.

Physical Requirements

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

-This position may occasionally operate at an industrial job site and be exposed to moving mechanical parts, vibration, and noise.

-Employees are frequently required to sit, and occasionally required to kneel, reach, stoop, crouch, or crawl.

-This position requires the ability to lift files, open file cabinets, and bend or stand as necessary.

-This position may occasionally lift up to 25 pounds.

Pay Range:

$61, $85,500.00

Individual compensation is determined by skills, qualifications, experience, and location. Compensation details listed in this posting reflect the base hourly rate, monthly rate, or annual salary only. In addition to base compensation, Hunt Electric offers a robust benefits plan. See below for additional details or visit our website at Hunt Electric Careers.

Hunt Electric Corporation and affiliates are equal opportunity employers and afford equal opportunity to all qualified applicants for consideration in all positions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, status as a protected veteran or any other status protected under local, state or federal laws.

Hunt Electric Corporation participates in E-Verify.

As part of our recruitment, screening, and hiring processes, your resume may be reviewed using AI tools to help us identify relevant skills and experience. The use of such AI tools is subject to human oversight and every hiring and employment-related decision is thoughtfully reviewed by a real person.

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