Service Coordinator – Fire & Security

Role Overview

• Customer Service. This includes managing all inbound phone calls for customer service, complaints, invoice clarifications, updates, etc.
• Serve as the service operations lead to ensure effective utilization of service management software (Key2Act Signature Service, Vista, and others.) along with associated field devices.
• Responsible for receiving, creating, and dispatching calls for service.
• Responsible for the accurate setup of new customers, service sites, equipment, service calls, vendors, subcontractors, and daily schedule.
• Must attend contract turnover meetings to gather all information for accurate contract setup and ensure that field staff receive all pertinent details to execute.
• Responsible for pre-planning and scheduling all contract service work and projects with the goal of having two weeks tentatively planned. This includes coordinating the schedule and access requirements with the customer.
• Maintain an open line of communication between technicians, team leads, and service manager.
• Manage open calls, review cost, review resolutions, statuses for completion, and prepare calls for billing daily.
• Ensure timely and accurate completion of paperwork by technicians.
• Review technician time sheet for costing and payroll purposes in assigned area and provide to Service Manager for approval.
• Work with customers and/or Sales to obtain customer POs.
• Issue POs to technicians for third party material.
• Maintain customer 3 rd party websites per customers requirements.
• Place parts/material orders and returns as required.
• Provide regular reporting to Service Manager as requested.
• Support the Service Manager and technicians.
• Other such duties and responsibilities as assigned by the company from time to time.

Requirements

• Demonstrated proficiency in MS Office (excel, word, power point), SharePoint, and basic Windows environment.
• Knowledge of basic accounting and business principles.
• Ability to lead and work with diverse teams.
• Excellent written and verbal communication skills.
• Ability to positively represent the company and communicate with others at varying technical levels.
• Ability to learn and become proficient with Service Management software and financial accounting systems within timeframe of probation period.
• Strong organizational skills.
• Ability to work as a member Customer Service Center Team.
• Must have excellent attention to detail and high sense of urgency.
• Understanding of general service and/or construction industry.
• Knowledge of HVAC Service, Fire & Security Service, and Controls Service preferred
• Knowledge of Viewpoint Vista/WennSoft/Key2Act, a plus.
• Associates degree in business administration, accounting, or another related field a plus.

Benefits

• Medical/Dental/Vision Insurance
• 401k with Employer Contributions
• PTO
• Paid Holidays
• Employee Assistance Program
• Long-term Disability
• Short-term Disability
• Flexible Spending Plan
• Health Savings Plan