Fire Service Coordinator

Description

What you will do

Under general supervision, coordinates customer service requests, from initiation to service

completion, and maximizing technical resource productivity and profitability by efficiently scheduling

and dispatching Technicians with guidance from the Team Leads.

Partners effectively with the Service Team Manager to ensure technical service work is completed in

a reasonable timeframe and to the customer’s expectations. Analyzes and assesses technical team

performance and adjusts as needed to enhance customer satisfaction in a cost-effective manner.

How you will do it

 Receives customer requests for unscheduled or scheduled service. Determines customer

needs and matches appropriate Technician or Team Lead to the need.

 Communicates the action plan and services to be provided directly to the customer.

 Ensures work has been performed to the customer’s expectations and performs follow-up

with the customer, as needed.

 Answers any customer inquiries and resolves or escalates customer issues, as appropriate.

 Upon completion, reconciles all service requests daily.

 Coordinates labor scheduling to align technician to the appropriate customer and service

need.

 Ensures Technicians are provided daily schedules.

 Maintains consistent communication with assigned Technicians.

 Follows up on activities to ensure completion in an established timeframe.

 Assists with creation of L&M quotations.

 Develops and maintains viable long-term relationships with customers and subcontractors.

 Participates in business review meetings by preparing and discussing critical account

information pertinent to current profitability status (i.e., outstanding claims, PSA variance,

Accounts Receivable issues) and customer satisfaction issues.

 Researches and follows up on questions identified during monthly business review.

 Ensures that all customer account information required to support call management

activities and scheduling of tasks are kept up to date.

 Business review support

 Billing support

 Customer retention support

 Facilitates administration of warranty claims.

 May guide and prioritize the activities of the Customer Service Agent Assistants.

 Periodically performs duties of the Customer Service Agent Assistant as

overflow demands.

 Answer incoming customer calls and resolve issues and/or take notes to pass to

appropriate department.

 Other duties and administrative activities as assigned.

 Qualifications – External

What we look for

Required

 Associate degree preferred, high school diploma or equivalent required.

 Preferred minimum of five years of service industry experience managing service operations

and/or service scheduling.

 Must demonstrate the ability to perform work independently and demonstrate solid

organizational and attention to detail skills.

 Must have strong interpersonal skills to effectively communicate with both internal and

external clients.

 Must have the ability to simultaneously handle a large and diverse number of projects, tasks

and issues with tact, cooperation, and persistence.

 Able to prioritize work activities based upon financial impact to desired business goals.

 Experience and/or basic project accounting or costing principles is desired.

 Able to influence diverse teams to accomplish tasks/goals.

Is driving required for the assignment?

Additional Details

• Job Posting Job Category : Administrative
• Assignment Start Time : 8:00
• Assignment End Time : 5:00
• Is driving required for the assignment? : No
• Is personal vehicle mileage reimbursable? : (No Value)
• Is this a government funded project? : No
• Will this position be remote? : Not Remote - report to worksite/office
• Worker Pay Type for Distribution : Recruited
• Payrolled Candidate Information (if applicable) : (No Value)