Service Coordinator

Service Coordinator

Envelop Group is a family of companies focused on the design, installation, service, and ongoing optimization of custom facility technologies that impact every square foot of a building's operations. We work with contractors, building owners, and consulting engineers to provide all the technologies needed for the most advanced, efficient, and secure operation of any facility. As an employee of Envelop Group, you will support all our companies.

The Service Coordinator is responsible for managing and coordinating service requests to ensure timely and effective resolution of technical issues. This role involves liaising with customers, service technicians, and other departments to schedule and prioritize service requests, track progress, and maintain accurate records. The ideal candidate will possess excellent communication skills, technical knowledge, and the ability to multitask in a fast-paced environment.

This role is located in our downtown Indianapolis, IN office with expectations to be present in the office M-F 7:30am – 4:30pm.

What You'll Do:

• Actively engage with customers and vendors, via phone and email, to fully identify needs, respond to inquiries or questions, resolve issues, and offer timely solutions, ensuring customer satisfaction.
• Create and optimize service schedules and technician dispatches to maximize efficiency and effectiveness.
• Dispatch field technicians and subcontractors to satisfy the needs of a repair call based on the skills required and the nature, location, and urgency of the call, while simultaneously maintaining cost effectiveness and customer satisfaction.
• Create, update, and maintain work orders in the system, inputting relevant information such as customer details, service requests, technician assignments, and job status updates.
• Generate new and renewal contract proposals for recurring service agreements, including writing proposals, tracking proposals, and following up as required.
• Enter service agreement delivery plans into computerized system (Service Trade) and track work completion and progress.
• Ensure proper paperwork is received by and from technicians, including work orders, work documentation, material invoices, equipment information, etc.
• Generate purchase orders for material and subcontract work as it relates to the specific job.
• Perform quoting activities resulting from systems integrity issues identified during the preventative maintenance process. May file and process requests for orders for parts. These requests may come directly from customers or be forwarded from sales partners, field technicians, or management. Communicate promptly and regularly regarding all systems integrity issues, recommendations, and other solutions that have been quoted.
• May load and unload shipment of parts, supplies, and equipment.
• Process weekly/daily billing, invoicing, and follow-up with outstanding AR.
• Maintain accurate documentation for parts and warranties in the accounting software (Acumatica).
• Actively engage in in-office and off-site training sessions, team meetings, and company events to stay informed, acquire new skills, and contribute to a culture of continuous learning.
• Perform other duties as assigned.

Required Skills, Knowledge, and Abilities:

• High School Diploma or equivalent is required; Associate's degree preferred.
• 2+ years of professional experience in an office setting.
• Knowledge of HVAC, low-voltage, and/or related preventative maintenance and service industry experience preferred.
• Experience with Service Trade or similar field service management software preferred.
• Must have strong experience in Microsoft Word, Excel, PowerPoint, Outlook, Internet and the ability to be trained in various other systems.
• Manage various data types, navigate software systems, and interface with key stakeholders.
• Ability to work in a fast paced, dynamic environment with minimal supervision.
• Excellent critical thinking, problem-solving, and time management skills.
• Proven customer service skills with the ability to interact over the telephone in an extremely professional, positive, knowledgeable, and helpful manner to maintain high customer service standards.

Physical Demands:

• Work is performed in an office environment and requires the ability to operate standard office equipment and keyboards.
• Specific vision abilities required include close vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
• Must be able to maintain a professional appearance.
• May be required to satisfy requirements imposed by specific projects, customers, or company.
• Must be able to use hand tools, laptop, email, smartphone, and tablet.
• Must be able to occasionally carry and move equipment and tools weighing 25 pounds.

Qualified applicants must be legally authorized for employment in the United States without the need for employer-based sponsorship currently or in the future.

Pre-hire requirements include a drug test and a background check.