Workload Coordinator

Workload Coordinator

Energize your future and join our team as we pursue a reliable, sustainable, cleaner energy future. At our Fortune 1000 diversified energy company, you'll find a friendly, community-minded environment, with flexible work schedules, opportunities for growth and development, and competitive pay and benefits.

NJR Home Services, a subsidiary of New Jersey Resources, is seeking a Workload Coordinator to oversee, coordinate, and manage the daily operations of NJR Home Services across the appliance service, commercial services, and plumbing departments. Partner closely with field supervisors to streamline workflows, enhance field productivity, and ensure an exceptional customer experience.

Major Responsibilities:

• Coordinate and dispatch the daily workload for Home Services, including assignment of orders to field technicians.
• Review work orders for accuracy, proper scheduling, and efficient routing; adjust quotas as needed.
• Prioritize repeat calls and ensure quality control across service operations.
• Manage same day orders, callouts, and overtime needs to meet customer demands.
• Monitor and balance the work order list to reduce standby time, maximize field productivity, and support customer satisfaction.
• Oversee the waiting list during peak periods and adjust schedules proactively.
• Track technician arrival times to ensure adherence to appointment windows; contact customers proactively if delays occur.
• Handle CGI orders by contacting customers and rescheduling or reassigning work as appropriate.
• Resolve customer concerns, scheduling conflicts, and escalated complaints professionally and efficiently.
• Contribute input to personnel-related decisions as needed.
• Document and communicate escalated issues, technician concerns, and productivity challenges.
• Run and review daily reports, including no charge reports, sales tax reports, and daily order counts.
• Communicate with the call center regarding FAQs, scheduling instructions, and service updates.
• Maintain employee contact lists, including phone numbers, truck numbers, and push to talk information.
• Address operational issues as they arise to maintain smooth service delivery.
• Works a non-traditional schedule including weekends and evenings when needed.

Position Requirements:

• Bachelor's degree is preferred; a high school diploma is required.
• 35 years of supervisory experience or dispatch/work scheduling experience is required.
• Strong organizational, communication, and professional skills.
• Experience working with union rules and contracts is a plus.
• Background in customer experience, customer service support, or operations is preferred.
• Flexibility to work a non-traditional schedule including weekends and evenings.

Job Location Type is Hybrid. Job Family and Function: Customer Experience/Customer Service Support/Operations

Compensation: Expected base pay range for this role will be $66,300- $84,500. Base pay is based on several factors including experience, skills, and knowledge.

This role will be eligible to participate in an annual short term incentive program.

• Employee insurance and medical plans, including prescription, vision and dental benefits.
• 401(k) program with generous company match.
• Company stock purchase plan.
• Wellness programs, including free on and off-site fitness centers.
• Employee Assistance Program (EAP).
• Tuition reimbursement program.
• Paid time off including paid holidays.

New Jersey Resources is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, age, gender identity and/or expression, national origin, disability, veteran, or other protected status.