DC Power Service Coordinator

Description

Position Summary:

The DC Power Coordinator is responsible for the seamless coordination and execution of services for our customers, including dispatching field service technicians, processing work orders, and maintaining internal processes. The ideal candidate thrives in a fast-paced environment, demonstrating exceptional communication skills across phone, text, and email with both internal teams and external customers. A strong focus on customer service, problem-solving, and fostering a collaborative team environment are key to success in this role.

Key Responsibilities:

While this list provides an overview, duties and responsibilities may evolve based on business needs and at management's discretion.

Communication:

• Prioritize and dispatch technicians based on customer needs, technician skills, territory, and availability, using sound judgment to ensure timely and efficient service.
• Manage high-volume communications, including phone calls, text messages, and emails, ensuring all customers and technicians are promptly attended to.
• Create awareness of daily sales and service order issues to keep relevant parties informed.
• Communicate company policies and processes to peers in a consistent and professional manner.
• Cultivate positive working relationships with internal departments to enhance communication and service flow.
• Proactively address customer concerns or service delays, escalating to management when necessary.
• Address customer inquiries and escalate when appropriate to ensure timely resolution.

Procedural Skills:

• Efficiently use internal systems to create and manage work orders, ensuring accurate billing for parts, labor, and time.
• Ensure accuracy in invoicing by generating detailed work orders for rework, maintenance contracts, national accounts, and other services.
• Maintain and update dispatch logs and work order statuses with current and accurate information.

Administrative Support:

• Forecast service workload 2-3 days in advance to ensure efficient resource allocation.
• Maintain organized and complete service files, ensuring compliance with internal processes.
• Collaborate with Accounts Receivable (A/R) to manage customer accounts, including over-credit limits and COD transactions, ensuring timely payment and billing accuracy.
• Coordinate technician quotes, service manager reviews, and parts department communication for accurate and timely service delivery.
• Open and manage vehicle maintenance orders as required.
• Work with the Parts department to coordinate backordered parts and ensure proper customer and technician communication.
• Review and reconcile technician hours with the timekeeping system and DMS hours to ensure accuracy.
• Provide support for DC Power products and services, including ordering through vendors, processing purchase orders, and completing transactions in the billing system.
• Assist with inventory management and correction of discrepancies in equipment and allied inventories.
• Monitor and report sales commissions, tracking progress and ensuring accurate calculations.
• Generate reports, memos, and emails as needed to facilitate communication and project progress.
• Ensure all deadlines are met, tasks are completed accurately, and high standards are maintained.
• Implement and monitor departmental programs as directed by management.

Qualifications

Education and Experience Requirements:

• High school diploma or equivalent required; Bachelor's degree in Business Administration preferred.
• Previous dispatch or service industry experience is a plus.
• Demonstrated aptitude for customer service with a positive attitude.
• Strong verbal and written communication skills.
• Exceptional organizational skills with attention to detail.
• Basic knowledge of geographical area and mapping software for efficient routing.
• Excellent phone etiquette and customer-facing skills.

• Ability to build strong relationships internally and externally, fostering a culture of teamwork and collaboration.

We value our Associates and offer competitive wages with great benefits such as:

• Medical, dental, and vision insurance
• Short- and long-term disability coverage (employer sponsored)
• Basic Life insurance (employer sponsored)
• Voluntary Life insurance
• Flexible spending accounts
• 401k with a company match of 50% of your contribution (up to 6% of your current salary)
• Career development opportunities
• And much, much more!

Wage Range DOE $22.00 to $27.00

Salary : $22 - $27