Job Title: Service Coordinator
Summary:
The Service Coordinator will play a critical role in our business by being the frontline contact for our customers and field personnel.This individual will provide coordination and customer service support to our Service Technicians, District Service Managers, Service Administrators, and any other administrative/functional department. The Service Coordinator will be responsible for creating work orders and coordinating with necessary parties to effectively and efficiently resolve customer issues. This individual will work closely across various departments and levels within the organization to achieve the department goals. It is imperative that this individual is detailed oriented, results driven, works well under pressure, and possess excellent customer service skills.
Location and Schedule:

• This role is based at EMCOR Services Aircond's headquarters in Smyrna, GA.
• This role is 100% on-site. After 6 months of employment, there is potential for one remote working day a week.
• The schedule for this role is Monday-Friday, 8am-5pm EST.

Duties and Responsibilities:

• Dispatch Technicians to service calls for assigned accounts.
• Create service orders in COINS ERP+.
• Partner with team to ensure all incoming calls to the main office line are answered and transferred to the appropriate party.
• Monitor and maintain the Call Management System (dispatch scheduling board) and email inbox throughout the day, routinely checking all open service orders and dispatch accordingly.
• Create and dispatch work order requests to technicians.
• Act as the primary contact between the customer and the service department.
• Spearhead all special initiatives that are requested by assigned customers.
• Support the maintenance of websites as needed and required by the customer.
• Ensure proper protocol is followed on every service call including account processes, customer on-site scheduling, check in procedures and contacts, checklist and paperwork submission, and closing out work orders with customers.
• Coordinate scheduling of work and preventative maintenance with Customers and Technicians and provide check ins with both parties.
• Complete quote requests for customers.
• Complete technician timesheet process on a weekly basis to ensure accuracy before being sent to Payroll.

Required Skills:

• Excellent rapport building skills that will foster a positive experience and environment for internal and external customers.
• Strong written and verbal communication skills that display a high level of professionalism and confidence.
• Strong problem-solving skills.
• Ability to maintain a high level of professionalism and think critically in high pressure situations.
• Ability to multitask through prioritization and organizational skills.
• High sense of urgency and keen attention to detail.
• Ability to work positively and with a collaborative nature in a team environment.
• Strong customer service skills and ability to work well with individuals at all levels.
• Proficiency in Microsoft Suites (especially Excel, Word, Outlook, and Teams).

Required Experience and Education:

• 3-5 years of experience in a customer-centric role.
• Experience in the HVAC, Service, and Facilities Maintenance industry preferred.
• High School Diploma or GED.

What you can expect from Emcor Services Aircond:

• Health Insurance: 4 plans available to choose from with Rx coverage
• Heath Saving Account (HSA) and Flexible Spending Accounts (FSA) options available
• Dental insurance: 2 plans available to choose from
• Vision insurance
• 401(k) with Employer Match
• Employee referral incentives
• Employee Assistance Program (EAP)
• Competitive PTO, 8 paid holidays, 1 paid floating holiday
• Weekly Pay

COMMITMENT TO SAFETY It is the policy of EMCOR Services Aircond to conduct all business activities in a responsible manner, free from recognized hazards; and to respect the environment, health and safety of our employees, customers, suppliers, partners, and community neighbors. EMCOR Services Aircond is committed to providing a safe and healthy workplace. It will not be satisfied until its premises and services are free of recognized hazards, its employees, and its operations environmentally friendly. We will provide training, protective equipment, and the safest work environment possible for our employees to perform their jobs, but in the end, safety becomes an individual responsibility.
We offer our employees a competitive salary and comprehensive benefits package and are always looking for individuals with the talent and skills required to contribute to our continued growth and success. Equal Opportunity Employer/Veterans/Disabled.
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