Responsible for the efficient scheduling of technical resources and assignments, the Service Coordinator utilizes ticketing, and other systems as tools to coordinate, communicate, and effectively execute a daily plan that best meets client requirements. This position is customer facing and must be able to at all times create a customer-centric experience that promotes our trusted brand within the marketplace.
RESPONSIBILITIES: - Perform service coordination, including daily scheduling for service calls, inspections and repairs/installs related to service (scheduling labour, communication with client).
- Maintain technician schedule, ensuring resources including subcontractors and equipment rentals are effectively utilized to maximize efficiencies and productivity.
- Relay schedule & service details to technicians
- Express an understanding of contracts and service billing to ensure work orders are accurate and invoiced in a timely manner and escalating any discrepancies or issues to the Service Coordinator II or Team Lead.
- Deliver and maintain response times to customers within guaranteed response windows and send post-service reports.
- Problem solving by corresponding with the client, defining customer requirements and anticipating the unstated needs of the customer.
- Provide ongoing two-way communication between the customer and the Service team.
- Understand service capabilities and effectively communicate all offerings to the customer.
- Obtain purchase orders from customers as needed.
- Escalate customer complaints to the Service Coordinator II or Team Lead.
- Create positive impressions, and develop professional relationships with clients by ensuring appearance, behavior and attitude always represent the company in a professional manner.
- Perform additional duties as required
REQUIRED QUALIFICATIONS:- An organized individual with a strong commitment to customers, co-workers and work processes.
- Experience with Windows and Microsoft Office products.
- Excellent customer service.
- Strong interpersonal skills and ability to work within a team structure.
- High attention to detail with strong organizational skills.
- Ability to prioritize and manage time efficiently for self and others.
- Excellent command of the English language verbal, written and telephone skills.
- Resourceful, ability to research information and present results to internal clients.
- Accountable, co-operative and attentive to productivity and corporate profitability.
- Ability to build strong relationships with both internal and external customers.
- A proven client-focused approach that will embrace the Paladin Technologies core values of accountability, respect, creativity, integrity, passion and wellbeing.
PREFERRED QUALIFICATIONS:- Security industry knowledge, along with regulations and standards.
- Experience with Microsoft Dynamics.
- Familiarity with ticketing, dispatch, and scheduling software; experience with CRM & ERP systems.
PROFESSIONAL COMPETENCIES:- Excellent customer relation skills.
- Excellent written and verbal skills in one on one and large group situations.
- Excellent inter-personal skills including client and employee relations.
- Ability to organize workload for effective implementation.
- Ability to multi-task while working under deadlines and time constraints.
- Efficient in standard business software (Microsoft Office, Outlook, Onenote, Visio).
- Ability to interact effectively at all levels and across diverse cultures.
- Ability to function as an effective team member in a collaborative sales environment.
- Ability to adapt as the external environment and organization evolves.
PHYSICAL DEMANDS:
In general, the following physical demands are representative of those that must be met by an employee to successfully perform the essential functions of the job.
- Must be able to effectively communicate, (i.e. see, hear, speak and write clearly) in order to communicate with colleagues and/or customers; manual dexterity required for occasional reaching, lifting of light office objects, and operating office equipment
WORKING CONDITIONS:
In general, the following conditions of the work environment are representative of those that an employee encounters while performing the essential functions of this job.
- The office is clean, orderly, properly lighted and ventilated. Noise levels are considered low to moderate.
Pay: $50,000 - $65,000 DOE
