Senior Service Coordinator
$31-$39/HR DOE + Benefits
Aurora, CO (Onsite)
Purpose of Position:
Assists in the administration of service coordination, field productivity and field profitability. Also assists the Superintendents in achieving the goals and objectives of the Department.
Essential Duties/Responsibilities:
- Schedule service, maintenance and warranty work taking into consideration the expected complexity of the work versus the experience and capabilities of the technician.
- Assist the Field Services Manager/Director and Superintendents in the planning, organization, motivation and coordination of the department’s resources and objectives.
- Assists in answering heavy phone volume for both internal and external customers.
- Strives for first call resolution, assists in the resolution of customer complaints in a timely, efficient and cost effective manner, and knows when to reach out to management for assistance.
- Guide field staff in properly completing specialized forms required, and assist in getting the paperwork to the necessary departments.
- Daily coordination with the Superintendents and technicians.
- Takes responsibility for seeing the job is completed satisfactorily by following up on callbacks and completion of jobs.
- Initiates actions to verify or respond to changes in appointment times including contracting customers to verify scheduled appointments notifying customer when technicians will be late, reschedule missed appointments and place follow up calls.
- Accurately captures customer information GP Wennsoft, verifies documentation
- Checks in regularly with customers via phone or email to stay on track, avoid problems and make sure the customer is pleased
- Makes appropriate judgements to remedy problems and ensure service recovery
- Actively listens to customers, sets clear mutual expectations, empathizes as necessary and is friendly and professional.
- Works with Field Supervisors to prioritize open calls and then dispatches in a timely manner.
Accountability:
- Comply with all company policies and procedures.
- Prompt, punctual, and regular attendance during core business hours, in an office environment (not a telecommuting position), currently located in the Stapleton area of Denver, including a reliable means of transport to and from work. Ability to occasionally travel between corporate offices and jobsites within the Denver Metro Area, during work hours.
- All employees are accountable for safety and health and are empowered to stop work if an unsafe condition is present. Employees should immediately notify their supervisor so that the hazard may be corrected.
Minimum Physical Requirements:
- While performing the duties of this job, the employee is regularly required to: stand, sit, talk, hear, and use hands and fingers to operate a computer, telephone, and a variety of office equipment.
- Occasionally may need to reach, stoop, or kneel.
- Specific vision abilities required by this job include close vision requirements due to computer work.
Qualifications:
- High school degree or GED with 3 years relevant experience or equivalent combination of skills and experience.
- Associates degree in communications, sales, or related field preferred.
- Exemplary customer service skills.
- Must enjoy interacting with people.
- Great organizational skills
- Ability to take direction from various sources while handling multiple projects.
- Demonstrates professionalism and confidence.
- Punctual and reliable.
- Excellent communication skills – both verbal and written.
- Bilingual in Spanish a plus.