Branch Operations Coordinator

Job purpose

Responsible for receiving and processing new and existing service tickets from internal and external customers.

Essential Duties and responsibilities

• Process new and existing Operations Service tickets originating from both internal and external customers.
• Manage communications with customers and team members.
• Acquire and manage technician resources for all operations tickets.
• Maintain the central operations schedule for technician resources.
• Manage data analytics and logistics for day-to-day service operations.
• Build upon and create core processes/procedures to maintain departmental efficiencies.
• Exhibits a superior ability to work independently.
• Enforces company safety programs to ensure a safe and healthy work environment.
• Maintain excellent relationships with customers, owner representatives, and co-workers.
• Other reasonable tasks and responsibilities that may become part of the position as our company grows.

Company Conformance Statement

• Perform quality work within assigned deadlines with and/or without direct supervision.
• Interact professionally with other employees, customers, suppliers, vendors, etc.
• Work effectively as a team contributor on all assignments.
• Work independently while understanding the need for communication and coordination of work efforts with other team members, departments, or organizations.

Competencies:

• Problem Solving – identify and resolve problems in a timely manner.
• Interpersonal – remain open to others’ ideas and be willing to try new things.
• Oral communication – listen and get clarification when unsure; respond to questions.
• Team work – balance team and individual responsibilities. Contribute to building a positive work environment.
• Written communication – must be able to read and interpret written information. Must be able to utilize e-mails and other written communication methods in a businesslike and professional manner.
• Cost consciousness – must be diligent in managing the company’s resources (labor, productivity, materials, waste, etc.).
• Software/Hardware Skills – must have a strong knowledge of working with Windows OS and miscellaneous software programs including an intermediate level knowledge of Microsoft Office programs.
• Diversity – demonstrate knowledge of company EEO policy. Shows respect and sensitivity for cultural differences. Promote a harassment free work place.
• Ethics – treat people with respect. Keep commitments. Inspire the trust of others while working with integrity and ethically. Uphold the company’s values at all times.
• Organizational support – follow policies and procedures. Support Affirmative Action efforts and respect diversity.
• Adaptability – adapt to changes in the work environment. Able to deal with frequent change, delays and/or unexpected events.
• Attendance and Punctuality – must consistently be on time and in attendance on scheduled work days.
• Dependability – follow instructions, respond to management direction, and take responsibility for own actions.
• Initiative – volunteer readily when able. Seek increased responsibilities. Ask for and offer help when needed.
• Innovation – generate suggestions for improvements at work.
• Judgment – exhibit sound and accurate judgment. Support and explain reasons for management decisions.
• Professionalism – approaches others in a tactful manner. Treats others with respect and consideration regardless of their status or position.
• Quality – demonstrate accuracy and thoroughness. Look for ways to improve and promote quality.
• Quantity – complete work assignments in a timely manner.
• Customer Service – proven customer service skills offering quality and excellent results.
• Safety and Security – observe and promote safety and security procedures always. Report all potentially unsafe conditions. Use all equipment and materials properly.