Service Coordinator

Service Coordinator


LOCATION: Portland


SALARY: $24-26/Hr DOE


JOB TYPE: Full Time


ABOUT THE JOB:


Essential Responsibilities:


The Service Coordinator receives initial phone contact with customers relating to plumbing or HVAC service needs. The Service Coordinator works closely with service technicians, customers, and field personnel to schedule maintenance or service requests in a timely, attentive manner. Maintain Service Technicians' daily schedules, dispatching calls and scheduling return trips all while providing customers and coworkers excellent customer service.


The Service Coordinator performs the following:

• Schedule and dispatch service technicians for customer requested maintenance, repairs or service needs
• Monitor technician locations via GPS dashboard for optimal productivity
• Provide consistent assignment of service calls and timely communication with technicians regarding status
• Update customers as needed on the technician's ETA, schedule, and/or progress
• Manage emergency service calls with urgency
• Promote a customer first culture and commit to providing outstanding service to internal and external customers
• Receive and schedule work requests from multiple departments
• Enter all customer contact information and service requests into computer system as it occurs
• Assist technicians with time entry when needed
• Distribute weekly maintenance reports and open job reports
• Send service reports to customers as service calls and maintenance visits are completed
• Attach electronic files to jobs or properties as needed
• Evaluate and prioritize work and service requests on a continual basis
• Maintain records and information required to coordinate field activities
• Maintain and update computerized scheduling system in real time
• Participate in cross-training
• Perform additional tasks as assigned

Requirements :

• Five years related experience in customer service, call center, or similar
• Knowledge of the HVAC, plumbing, or construction industry a plus
• Ability to effectively interact with customers, technicians, sales and office staff
• Ability to work well with others as part of a team and demonstrate confidence when issuing directives to the service crew
• Tech-savvy and can easily learn new computer systems and software
• Proficient in Adobe Acrobat and Microsoft Office (including Outlook, Word, and Excel)
• Ability to multi-task, prioritize, and manage time effectively
• Ability to adapt/respond calmly and promptly to frequent interruptions and/or urgent requests
• Provide advanced customer service with a friendly, welcoming demeanor
• Strong attention to detail
• Possess strong documentation skills
• Excellent written and verbal communications skills
• High school graduate or equivalent

Must be willing to work extended hour days when business needs demand.

Employee Benefits:


Alliant Systems presently provides coverage for:

• Medical and dental
• 401k retirement plan
• Holiday, vacation, and sick leave
• Short and long-term disability insurance
• Employee and dependent Life Insurance
• Employee Assistance Program for employee and dependents
• Flexible spending program

All non-union new hires must pass a drug test.


This job description is a general description of essential job functions. It is not intended as an employment contract nor is it intended to describe all duties someone in this position would perform. All employees of Alliant Systems are expected to perform tasks as assigned by supervisory / management personnel regardless of job title or routine job duties.

Alliant Systems is an Equal Opportunity Employer. Alliant participates in E-Verify