Service Coordinator

Entry level position as a Service Coordinator (SC) for C&D, you will conduct daily interactions with customers, technicians, and management in your assigned region. The SC will develop a professional relationship with the primary customers in their assigned region, building and strengthening our partnership. The SC becomes the primary point of contact for information on a job – ETA, status, parts – and relays this information to the Help Desk and Regional Field Manager via dispatching software, telephone, or email. The SC will receive, process, and track jobs in their assigned region through to completion. The SC maintains a job board, reflecting status in Service Fusion and the collective Job board.

Summary
· Manages Work Order Processing Model

· Monitor the Key Performance Indicators – First time completion, response time, and repair time

· Monitor phone, email, and dispatching software throughout the day

· Receive and process work orders

· Dispatch Technicians

· Provide customers realistic ETAs – update as changes occur

· Provide Help Desk updates on jobs

· Provide Regional Field Managers updates on aging jobs or issues

· Monitor Technician progress throughout the day

· Conduct daily update with Operations Team to discuss open jobs

· Review previous day’s work orders and forward to Operations Team as appropriate

· Deconflict personnel and service problems by analyzing data, investigating issues, identifying solutions, and recommending action.

· Initiate and foster a spirit of cooperation and teamwork within and between departments.

· Achieve positive work results by establishing priorities, monitor work progress, revise schedules, resolve problems, and report results through daily/weekly meetings and reports.

· Maintain safe, clean and organized work environment.

· Facilitate the training of new employees.

· Manage multiple forms of communication (phone calls, text, email, etc.) simultaneously.

· Develop thorough knowledge of the Company's operating standards, policies, directives, and safety instructions pertaining to the assignment.

· Other duties as assigned by supervisor.

Requirements

· Demonstrated initiative – take charge

· Strong problem-solving skills – analyze, recommend, resolve

· Adaptable to demanding and changing operational tempo

· Experience managing service personnel

· Strong management skills

· Excellent interpersonal skills and a collaborative management style

· Proven ability to thrive in a fast paced, technology driven service environment.

· Ability to work with individuals from diverse backgrounds and with diverse needs and across remote offices.

· Extensive skills in Microsoft Office Products.

· Exceptional organizational skills.

· High School Diploma or GED required; Associates degree or higher, preferred.

· The selected candidate will be required to pass a criminal history background check.

About C&D Industrial Maintenance:

C & D Industrial Maintenance is a Family-Veteran owned small business that specializes in the service and repair of loading dock equipment, commercial roll-up doors, compactors and balers.

Job Type: Full-time

Pay: $18.00 - $22.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday
• Overtime

Work Location: In person