WORK ORDER COORDINATOR

Position Summary:

Responsible for assisting in the day-to-day activity of all divisions, the Work Order Coordinator serves customers, clients, vendor partners, and technicians by answering inquiries, resolving problems, and dispatching service. Coordinators work to help coordinate and schedule the activities of skilled trades, custodial, and grounds workers who are engaged in maintaining and repairing equipment, structures, utility systems, buildings, and grounds. The coordinator is also responsible for managing all WORK ORDERs within their defined scope. They will assign and schedule work to network affiliates as needed for maintenance and follow up with work to ensure it is completed as requested and update the client accordingly. They will perform other administrative functions and services.

Technical Duties and Responsibilities:

• Clearly and professionally answers incoming service call requests from customers via telephone, email, and various systems.
• Utilizes multiple systems to access, change, or input information regarding service requests and other issues.
• Responds to work requests from Clients via notes, emails, phone calls and systems.
• Oversees the progress of WORK ORDERs from inception to completion.
• Dispatches service calls to subcontractors according to procedure and turnaround time standard.
• Coordinates and manages visits, repairs, and inspections for vendors’ sites nationwide.
• Tracks the status of open WORK ORDERs.
• Updates customer contacts, customer websites, and site managers via phone and/or email with continuous real time WORK ORDER information.
• Assists technicians by checking them in and out of sites, approves Not to Exceed increases, secures Estimated Times of Arrival, confirms dispatches, and assists technicians to gain site access.
• Coordinates, schedules, and verifies completion of client specific special projects.
• Identify and escalate priority issues in a prompt and timely manner.
• Assist in the collection and review of billing requirement documents from vendors.
• Follow up on and document customer WORK ORDERs and quote approvals, subcontractor ETAs, and parts arrivals.
• Ensures the service delivered to clients is timely and is of the highest quality.
• Researches and resolves issues using available resources.
• Communicates and coordinates with internal departments.
• Understands and executes procedures accurately by time of day with prioritization.
• Generates and accesses databases and reports as deemed necessary by management.
• With management approval, can be selected as mentor/trainer for new associates.
• Forward calls, as appropriate, to other members of the staff in other departments.
• Recommend process improvements.
• Other duties assigned by management.

Minimum Requirements:

• High school diploma or equivalent; College degree preferred.
• Proficient in relevant computer applications – MS Office at a minimum
• Data entry skills
• Knowledge of administration and clerical processes
• Experience in customer service or facilities management industry preferred.
• Displays an ability to multitask.
• Must be able to work in a team-based environment with a positive attitude.
• Demonstrates excellent communication and interpersonal skills.
• Plans and organizes work efficiently in a fast-paced work environment.
• Analyzes and resolves problems effectively.
• Executes with an appropriate sense of urgency.
• Functions in a controlled, effective manner under stress.
• Embraces change enthusiastically.
• Follows up on issues thoroughly and completely.
• Utilizes good judgment to make sound decisions.
• Must be detail oriented with strong organizational skills and the ability to work well with others.
• Is responsive and communicates well to clients and inner company personnel.
• Is customer focused and responsive.
• Operates in gray areas with conviction.

Sodexo is an EEO/AA/Minority/Female/Disability/Veteran employer.

Job Type: Full-time

Pay: $16.00 - $18.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Work Location: Hybrid remote in Youngstown, OH 44515