Service Coordinator

Summary
The Service Coordinator is primarily responsible for scheduling and dispatching workers, work crews, equipment, and service vehicles for installation, service, or emergency repairs rendered outside the place of business. This is a hybrid position with the ability to work from home. 

Essential Duties and Responsibilities
Core duties and responsibilities include the following. Other duties may be assigned.
 

1. Schedules and dispatches workers, work crews, equipment, and service vehicles to appropriate locations according to customer requests, specifications, and needs, using email and telephone. 
2. Confer with customers to address questions, problems, and requests for service or equipment.  Escalate to Service Operations or Field Service Manager as necessary.
3. Monitors personnel or equipment locations and utilization to coordinate service and schedules.
4. Receives or prepares work orders using Microsoft Dynamics 365 software.
5. Complies data on work performed and creates invoices to send to customers. 
6. Ensures customers receive invoices in a timely manner.
7. Relays work orders, messages, and information to or from work crews, supervisors, and field inspectors using email and telephone.
8. Records and maintains files and records of customer requests, work or services performed, charges, expenses, inventory, and other dispatch information.
9. Prepares daily work and run schedules.
10. Determines types or amounts of equipment, vehicles, materials, or personnel required according to work orders or specifications and communicates job requirements to field personnel.
11. Tracks open tickets to ensure timely completion and communicates status to customer.
12. Arranges for necessary repairs to restore service and schedules these repairs.
13. Conduct and participate in department meetings as necessary.
14. Communicate process improvement opportunities.
15. Point of contact working with internal and external customers to resolve issues timely and professionally.

Education/Experience/Skills

• HS Diploma required; some college preferred
• 3 – 5 years of experience in service dispatching
• Supervisory experience highly preferred
• Fluency in written and spoken English
• Intermediate knowledge of Microsoft Office Suite applications; preferably Excel
• Experience with ERP systems preferred (i.e Microsoft Dynamics 365)
• Good attitude, strong customer service skills, detail-oriented
• Focus and the ability to remain cool under pressure in a fast-paced work environment are a must
• Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem-solving situations
• Problem Solving- Dependability- Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments
• Attendance/Punctuality- Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time.
• Judgment- Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions
   

Additional Info:

• Criminal background check and pre-employment drug screen are required.

Equal Opportunity Employer:

National Power, LLC is an Equal Opportunity Employer and VEVRAA federal contractor. National Power affords equal opportunity to all applicants for all positions without regard to race, color, religion, gender, national origin, age, disability, veteran status, gender identity or any other status protected under local, state or federal laws.