Service Coordinator

Service Coordinator
Edison, NJ 08837
 
BENEFITS INCLUDE:

• Eligibility for overtime with management approval
• Paid holidays after six months of employment
• 1 week PTO time after 6 months of employment
• Optional Medical & Dental Benefits
• Optional 401(k) plan – quarterly based enrollment

 
RESPONSIBILITIES:

• Handles incoming service calls via phone and email
• Provides real time updates to customers on expected service dates ETAs on returns, etc.
• Utilizes a proactive approach to customer service, anticipating needs and potential issues; resolves customer complaints in a timely manner
• Manages assigned technicians to ensure effective completion of day-to-day service operations
• Coordinates technician schedules to align customer account needs and technician capabilities
• Opens Workorders for technicians in a timely fashion and code workorders with correct Unit ID, Make Model and Serial Numbers
• Sets Technicians schedules by no later than 3 pm daily and informs scheduled customers
• Follows all special billing procedures for major accounts
• Manages overall job progress, ensuring field technicians are diagnosing problems within two hours of arrival at customer locations
• Works with technicians to resolve problems making every effort to ensure he/she fully completes each job assigned
• Establishes regular communication with account managers to resolve any ongoing issues with customers' accounts
• Works closely with the Parts Department to acquire correct parts and pricing and attached correct labor time to each repair
• Schedules monthly preventive maintenance work to ensure PM completion rate goals are met
• Monitors technicians' timecards, maintaining accurate records for customer invoicing
• Adjusts technician timecards daily to correct and minimize unbilled or standby time
• Submits technician payroll information to front office
• Ensures technicians follow all work order procedures, keeping accurate time and parts on job
• Managing work in process to ensure all work orders are completed involved in a timely manner
• Approves, codes, and processes jobs to ensure labor and parts detail are complete and accurate
• Maintains professionalism on the job

Additional Responsibilities:

• Schedules service vehicle repairs and PMs, coordinating with technicians
• Regularly promotes and sells service products to customers, generating increased revenue
• Produces both verbal and written quotes of repairs to be completed
• Reviews completed jobs, edits descriptions, hours, etc.
• Bills workorders
• Performs other duties of a similar nature as required

 
QUALIFICATIONS:

• High School Diploma or equivalent
• Proven experience as a dispatcher (preferred)
• Geographic understanding of New York, New Jersey and Pennsylvania is a must
• Proficient in Microsoft Suite (Word, Excel, Outlook)
• Ability to work independently and to effectively prioritize demands and execute tasks
• Strong written and verbal communication skills with the ability to convey information to internal and external customers in a clear and concise manner
• Excellent customer service skills
• Keen attention to detail
• Must be able to sit stationary for several hours at a time
• Is reliable and punctual in reporting for work as scheduled
• Valid Driver's License

Starting Salary Range $20-25 an hour
 
We are an equal opportunity employer, and we are an organization that values diversity. We welcome applications from all qualified candidates, including minorities and persons with disabilities.