Service Response Coordinator

Job Description

Job Description

Mantis Innovation provides managed facility services and turnkey program management with technology-enabled solutions that target the entire building footprint. We look at the entire facility—inside and out—and can impact 70% of what a building operator allocates critical budget dollars toward, including: Strategic electricity and natural gas procurement, renewable energy, and demand response; climate impact reduction and reporting, net zero strategies, and sustainability planning; roofing, solar, HVAC assessment management, pavement, building envelope, data center optimization, and EV charging; lighting/LED retrofits, HVAC/mechanical systems, and BMS/BAS improvements and implementation.

This role owns the intake, coordination, and resolution of client service requests across a national portfolio. It ensures incoming issues are triaged quickly, appropriate resources are identified and dispatched, and work is completed with clear communication and minimal disruption to the client. The role serves as a central coordination point for service activity across multiple service types, supporting clients, project teams, and contractors to deliver fast, accurate, and reliable outcomes.

OUTCOMES (SCORECARD FOR SUCCESS)

• Service requests triaged and dispatched within defined SLA
• 95%+ of service requests resolved without escalation or client complaint
• All work orders and service records entered accurately within 24 hours
• Contractor invoices processed within 3 business days of receipt
• Client updates provided within agreed timelines for 100% of active requests
• <2% error rate in data entry, reporting, and documentation
• Maintains strong working relationships across clients, contractors, and internal teams

RESPONSIBILITIES

• Receive and triage incoming client service requests across multiple service types
• Dispatch appropriate contractors based on location, scope, urgency, and resource availability
• Service as a primary point of contact for clients, ensuring timely, clear, and professional communication
• Collaborate with project managers, account managers, contractors, and internal teams to coordinate service execution
• Track all active service requests and ensure timely resolution
• Maintain accurate and complete records in Salesforce and internal systems
• Process contractor invoices and confirm alignment with scope and work performed
• Generate and distribute client-facing updates and service reports
• Identify risks or delays, escalate issues as needed, and support resolution
• Maintain visibility into service activity, workload, and coordination needs across a national portfolio

MINIMUM QUALIFICATIONS

• 3+ years of customer service or coordination experience
• Strong written and verbal communication skills
• Ability to manage multiple high-urgency tasks simultaneously
• High attention to detail in documentation and data entry
• Proven ability to collaborate across internal teams and external partners

PREFERRED QUALIFICATIONS

• Experience in roofing, construction, or facilities services
• Experience using CRM or project tracking systems (e.g., Salesforce)
• Associate's or Bachelor's degree in Construction, Communications, or related field

WORKING CONDITIONS/PHYSICAL REQUIREMENTS

• Work environment: Office-based, fast-paced, high-volume coordination role
• Physical requirements: Sitting, standing, walking; occasional lifting up to 30 lbs.
• Schedule expectations: Standard business hours with occasional extended hours based on workload

Note: Employees are held accountable for all duties of this job. This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the position.

 

What else can we offer you?

We offer a fantastic lineup of benefits, including Medical, Dental, Vision, FSA, HSA, 401k Matching, Paid Vacation, Paid Sick, Paid Holidays, Paid Parental Leave, Paid Short Term & Long Term Disability, Tuition Reimbursement, and a flexible hybrid work schedule (for office-based employees). Working at Mantis also brings tremendous professional development opportunities that allow you to make a real impact on both the company and your career!

 

Not sure you meet every single requirement?

Studies show that women and individuals from underrepresented groups often hesitate to apply unless they check every box. At Mantis, we’re committed to building an inclusive and equitable team—so if this role excites you, we’d love to hear from you, even if your experience doesn’t match every single qualification.

 

Mantis Innovation is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.