Service Coordinator

PURPOSE

The Service Coordinator will communicate with clients to determine service needs, assign and schedule technicians and enter necessary data into computer database for tracking purposes.   Performs related work as required.

The primary responsibility of this role is to effectively meet client needs by strategically and efficiently managing workforce deployment. When executed successfully, dispatch plays a critical role in driving the organization’s success and profitability. Additionally, this role focuses on fostering the “Client for Life” concept, ensuring exceptional service for both new and existing clients.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES

The following duties are typical for this job. These are not to be constructed as exclusive or all inclusive. Other duties may be required and assigned.

• Communicate with clients to determine needs.
• Troubleshoot problems over the phone to prepare technicians for work.
• Schedule and notify service technicians of work order assignments.
• Review all work orders and record details of the service to be performed.
• Assist in procuring necessary supplies for service calls.
• Receive check-in calls from the service technicians and inform of the next job to respond to.
• Support service technicians and notify Project Managers and Account Executives of information regarding their clients. 
• Create new work order numbers, enter work performed, and maintain Spectrum.
• Maintain client repair records using computer database to track detailed history of the work performed at their sites.
• Evaluate work completed in Spectrum and Xoi to ensure optimal billing profitability.
• Maintain the Field Connect dispatching board to ensure effective and efficient use of technician capacity.
• Collaborate with Account Executives and Service Contract Administrators to maintain and update service contracts. 
• Manage duty calendar, assign on-call schedule, notify technicians of their week, and inform the answering service of the schedule and emergency numbers.
• Possess a thorough understanding of the service work order module and service contract within Spectrum.
• Actively engage in all aspects of dispatch operations.
• Handle various reporting tasks as requested. 

MINIMUM EDUCATION & EXPERIENCE REQUIRED TO PERFORM ESSENTIAL FUNCTIONS

• High school diploma
• Two to four years of experience in service dispatching or related field
• Familiarity with standard concepts of HVAC, Electrical, Plumbing or Automation, preferred
• Proficient in keyboarding and computer applications, including Excel, Word, and Outlook

MENTAL AND PHYSICAL COMPETENCIES REQUIRED TO PERFORM ESSENTIAL FUNCTIONS

• Ability to build and maintain positive interpersonal relationships with internal team members, as well as team members at all levels of the organization
• Demonstrates a professional and courteous telephone demeanor
• Ability to handle a multi-lined phone system for client calls
•  Skilled in follow-up and follow through with technicians and clients
• Ability to prioritize and address urgent tasks efficiently
• Capable of managing multiple tasks with attention to detail.
• Strong problem-solving skills

ENVIRONMENTAL ADAPTABILITY

• Prolonged periods of sitting at a desk and working on a computer
• Must be able to lift 10 pounds occasionally
• May have occasional visits to a job site which would require periods of standing, walking and/or climbing stairs[DG7] [CL8] 

EQUIPMENT/TOOLS

• Spectrum
• Microsoft Word, Excel, Outlook
• Field Connect
• Xoi

Baker Group is an Equal Opportunity Employer. In compliance with the Americans with Disabilities Act, Baker Group will consider reasonable accommodations for qualified individuals with disabilities and encourage prospective employees and incumbents to discuss potential accommodations with the Employer.