Service Coordinator Manager

Summary:
Under the general direction of and reporting to the Director, Service, the Service Coordinator Manager is primarily responsible for managing the Service Coordination team to ensure service levels are being met or exceeded.

This is a full-time, exempt position establishes effective and balanced workflows that maximizes efficiency and produces high levels of service quality and customer satisfaction. The Service Coordinator Manager develops and streamlines effective communication between service coordinators, technicians, and other departments, monitors and measures service metrics to develop standards, improvements, or changes to process.

Essential Duties and Responsibilities: Core duties and responsibilities include the following. Other duties may be assigned.

• Coordination and team management:

• timecard review and approvals
• time off request approvals
• developing and ensuring that the team is meeting/exceeding department goals
• assisting and coaching the Service Coordinator team in their daily routines as needed.

• Account Liaison for Major Account Holders as assigned by the Service Manager.

• Management of core coordination requirements and responsibilities Contract PMs are on target for their timeframe and completed efficiently using calendar.
• Return visits are managed – to include ensuring quotes are sent to the customer, Pos provided prior to dispatch and scheduled in a timely manner.
• Repair Quotes – ensure parts have been ordered; parts are tracked for delivery and are scheduled in a timely manner.
• Others that are determined necessary to keep department productive and efficient.

• Support upper management with the planning and implementation of policy and procedures and communicates updates and changes back to the coordination team.
• Monitoring productivity of service coordinators and generating KPI reports as needed.
• Monitoring individual and team results to identify and act on both positive and negative performance trends to ensure performance requirements.
• Liaison between Service supervisors, management, other departments, and subordinates to coordinators. Facilitates communication between related departments.
• Maintains professional communication among employees and helps to resolve grievances.
• Promotes a team environment, provides work direction and guidance. Including coaching, professional development and training. Resolves errors and complaints from client departments and other managers.
• While directing the work of the service coordinators, must be able to handle escalated customer calls correctly.
• Training and facilitation of training of new service coordinators.
• Displaying professional, courteous demeanor when handling customer calls. Provides prompt, efficient service to all customer inquiries.
• Assists Manager in compiling and writing performance evaluations and disciplinary actions to be approved by the Service Director.
• Participates in special projects and performs other duties as assigned.

Education/Experience/Skills

• Bachelor’s Degree or equivalent work experience is required.
• At least three years of service dispatching/coordinating experience is required.
• At least three years of leadership/supervisory experience is preferred.
• Fluency in written and spoken English.
• Intermediate knowledge of Microsoft Office Suite applications; preferably Excel.
• Experience with Microsoft Dynamics 365 or other ERP systems.
• Strong customer service skills, detail oriented.
• Excellent communication and interpersonal skills.

Competencies:

• Composure - Remains calm under pressure in a fast-paced work environment.
• Problem Solving - Develops alternative solutions when needed; works well in group problem-solving situations; identifies and resolves problems in a timely manner; gathers and analyzes information skillfully.
• Judgment - Exhibits sound and accurate decision making; supports and explains reasoning for decisions; includes appropriate people in decision-making processes; makes timely decisions.
• Time management - Prioritizes workloads according to what is most critical to client satisfaction and the organization’s success.
• Accountability- Follows instructions, responds to management direction; takes responsibility for own actions; keeps commitments.
• Customer Orientation - Ensures a positive customer experience and delivers attainable solutions that best meet customer needs.
• Emotional Intelligence – Identifies and controls one’s own emotions while perceiving, understanding, and responding to the emotions of others in a way that leads to successful outcomes.

Physical Demands:

• Ability to sit for extended amounts of time, up to 8 hours.
• Frequently required to utilize hand and finger dexterity; typing.
• Clarity of vision (i.e., working with small objects or reading small print), including use of computers.
• Expressing or exchanging ideas by means of the spoken word to impart oral information to clients and to convey detailed spoken instructions to other workers effectively

Compensation & Benefits:

• Three weeks of paid vacation after 90 days (first year is pro-rated based on start date)
• Up to 9 paid company holidays
• Paid sick time
• Company-paid Life Insurance ($75,000)
• Company-paid Short-term and Long-term Disability Insurance
• Medical, Dental, and Vision Insurance: Offering four medical plan options, with one plan fully covered at 100% by the company.
• 401(k) retirement savings plan with company matching
• Health Savings Account (HSA)
• Flexible Spending Accounts (FSA)

Additional Information:

• Criminal background check, motor vehicle records, pre-employment drug screen, and references are required
• This is a remote position and will require the employee to work from home.

National Power, LLC is an Equal Opportunity/Affirmative Action Employer and VEVRAA federal contractor and affords equal opportunity to all applicants for all positions without regard to race, color, religion, gender, national origin, age, disability, veteran status, gender identification or any other status protected under local, state or federal laws.