Service Coordinator- Des Moines

Overview: The Customer Service Representative’s responsibility is to complete intake of customer information and coordinate internally to ensure proper work execution. Additionally, corresponding with technicians in “Real-time” to complete close out process to help maintain the quality of services to our customers.

Responsibilities:

Answer phone calls for customer service requests; provide customers with the appropriate timing for when the technician will arrive onsite

Reference client service history for new work orders created to ensure proper authorization, credit limits/payment information/COD status, and identify any possible discrepancies

Work within customer portals to provide quotes and perform follow up calls with customers

Create, open, assign, and/or close work order requests

Real time updates via notes in each work order description and various client portals

Review technician descriptions on completed work orders for overall literacy, grammar, and spelling, perform visit reviews

Correspond with technicians to ensure proper close-out of service calls prior to being dispatched to next call

Utilize GPS tracking software to run truck reports, cross reference ticket times, and provide system generated reports when required

Dispatch technicians to calls in line with their department and abilities

Maintain service department filing

Provides updates on parts ETA

Billing for customer service calls

Own and maintain service job life cycle within our utilized software

Requirements/Qualifications:

3 years of customer service experience in a sales/office/corporate setting

High School diploma or GED

Construction/Mechanical/Service industry experience

Ability to work as a team player

Ability to multitask in a fast-paced environment

Verbal & written communication skills

Attention to detail and organization

Proficiency in Microsoft Word, Excel, & Outlook