Mission Critical Account Service Coordinator

Mission Critical Account Service Coordinator

The Mission Critical Account Service Coordinator will communicate with Mission Critical clients to determine service needs, assign and schedule technicians and enter necessary data into computer database for tracking purposes in our Cedar Rapids location. Performs related work as required.

The primary responsibility of this role is to effectively meet client needs by strategically and efficiently managing workforce deployment. When executed successfully, dispatch plays a critical role in driving the organization's success and profitability. Additionally, this role focuses on fostering the "Client for Life" concept, ensuring exceptional service for both new and existing clients.

This is a fully in-person position, with work taking place on-site.

Essential Functions and Responsibilities

The following duties are typical for this job. These are not to be constructed as exclusive or all inclusive. Other duties may be required and assigned.

• Communicate with Mission Critical clients thru their preferred means of communication to determine needs.
• Provide daily coordination and support to Mission Critical Project Managers and Field Staff
• Collaborate with other Service Coordinators to adjust labor needs
• Troubleshoot problems over the phone to prepare technicians for work.
• Schedule and notify service technicians on mission critical sites of work order assignments.
• Review all work orders and record details of the service to be performed.
• Receive check-in calls from the service technicians and inform them of the next job to respond to.
• Create new work order/job numbers, enter work performed, and maintain Spectrum.
• Create and maintain XOi workflows dedicated to Mission Critical operations
• Maintain client repair records using computer database to track detailed history of the work performed at their sites.
• Assist with billing questions as needed.
• 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 Mission Critical team to maintain and update service contracts.
• 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.

Minimum Education & Experience Required to Perform Essential Functions

• High school diploma
• Two to four years of experience in service dispatching or related field
• Familiarity with standard concepts of HVAC, Electrical, Plumbing or Automation, preferred
• Proficient in keyboarding and computer applications, including Excel, Word, and Outlook

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

Equipment/Tools

• Spectrum
• Microsoft Word, Excel, Outlook
• Field Connect and 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.