Service Coordinator

Onsite: Burlington NC

Full Time, 40 hours per week (8am – 5pm, Mon through Friday)

Responsibilities:

• Act as the main point of contact between customers and technicians within the Service Department.
• Receive inbound customer calls from customers with requests for service and accurately capture details provided by the customer.
• Evaluate the severity of the issue and prioritize responses appropriately.
• Dispatch technicians to service calls and maintain open communication with both the customer and the technician/s during ongoing work.
• Maintain system/data integrity to ensure accuracy in reporting.
• Review existing service contracts to determine the eligibility of repairs/non-scheduled service for coverage by contract in place.
• Prepare quotes and act as main point of contact for customer inquiries and concerns.
• Prepare invoices for billable work, as applicable.'
• Monitor completion of routine maintenance work orders issued monthly/quarterly and provide input/guidelines to the service technicians managing the workload.
• Escalate customer concerns/issues to management, as appropriate.
• Maintain a collaborative and proactive approach to problem solving.
• Prioritize discretion and professionalism during all internal and external interactions.

Applicant Requirements:

• Excellent verbal and written communication skills.
• Excellent time management and organizational skills.
• Ability to independently manage and prioritize competing priorities in a fast-paced work environment with a consistently high volume of incoming requests.
• Proficiency with MS Office (Word, Excel, Outlook, Teams).
• Documented experience learning software effectively.

Preferred Experience:

• Primary Preference: Elevator and/or construction service industry experience.
• Secondary Preference: Mechanical (HVAC), plumbing, or similar industry experience.