Service Coordinator

Service Coordinator

The Service Coordinator will communicate with clients to determine service needs, assign and schedule technicians and enter necessary data into the computer database for tracking purposes, as well as perform various functions related to service billings and collections in our Cedar Rapids location. This position is fully in-office and does not offer remote or hybrid work. Performs related work as required.

The primary responsibility of this role is to effectively meet client needs by strategically and efficiently managing workforce deployment and profitability. Additionally, this role focuses on fostering the "Client for Life" concept, ensuring exceptional service for both new and existing clients.

Essential Functions and Responsibilities

• Communicate with clients to determine needs.
• Troubleshoot problems over the phone to prepare technicians for work.
• Schedule and notify service technicians of work order assignments.
• Review all work orders and record details of the service to be performed.
• Assist in procuring necessary supplies for service calls.
• Receive check-in calls from the service technicians and inform of the next job to respond to.
• Support service technicians and notify Project Managers and Account Executives of information regarding their clients.
• Create new work order numbers, enter work performed, and maintain Spectrum.
• Maintain client repair records using computer database to track detailed history of the work performed at their sites.
• Evaluate work completed in Spectrum and Xoi to ensure optimal billing profitability.
• Maintain the Field Connect dispatching board to ensure effective and efficient use of technician capacity.
• Collaborate with Account Executives and Service Contract Administrators to maintain and update service contracts.
• Manage duty calendar, assign on-call schedule, notify technicians of their week, and inform the answering service of the schedule and emergency numbers.
• Possess a thorough understanding of the service work order module and service contract within Spectrum.
• Actively engage in all aspects of dispatch operations.
• Handle various reporting tasks as requested.
• Prepare and process billings for Spot Service.
• Understand the flow and cost on work orders.
• Manage collections by following up with clients via phone or email regarding outstanding invoices.
• Record equipment usage for accurate billing on service-related work orders.
• Perform routine accounting duties in compliance with established procedures.
• Scan, file and digitally attach documentation for recordkeeping

Minimum Education & Experience Required to Perform Essential Functions

• High school diploma
• Minimum of two years' experience in accounting, service dispatching or related field.
• Construction accounting experience preferred.
• Familiarity with standard concepts of HVAC, Electrical, Plumbing or Automation, preferred.
• Proficient in keyboarding and computer applications, including Excel, Word, and Outlook.

Certificates, Licenses, Registrations

• N/A

Mental and Physical Competencies Required to Perform Essential Functions

• Ability to build and maintain positive interpersonal relationships with internal team members, as well as team members at all levels of the organization
• Demonstrates a professional and courteous telephone demeanor
• Ability to handle a multi-lined phone system for client calls
• Skilled in follow-up and follow through with technicians and clients
• Ability to prioritize and address urgent tasks efficiently
• Capable of managing multiple tasks with attention to detail.
• Strong problem-solving skills

Environmental Adaptability

• Prolonged periods of sitting at a desk and working on a computer
• Must be able to lift 10 pounds occasionally
• May have occasional visits to a job site which would require periods of standing, walking and/or climbing stairs
• This role requires occasional travel to the Ankeny location (one time per quarter)

Equipment/Tools

• Spectrum
• Microsoft Word, Excel, Outlook
• Field Connect
• Xoi

Baker Group is an Equal Opportunity Employer. In compliance with the Americans with Disabilities Act, Baker Group will consider reasonable accommodations for qualified individuals with disabilities and encourage prospective employees and incumbents to discuss potential accommodations with the Employer.