Service Coordinator Jobs

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Job Type

Full-time

Description

Concentric, an OnPoint Company, is a leading provider of DC power and equipment maintenance solutions to warehouse and manufacturing customers. OnPoint Group is a fast-paced and ever-changing company and has been awarded the Best Managed Companies Award by Deloitte and WSJ for three years running, as well as having been named to the Inc. 5000 Fastest Growing Companies list for eight consecutive years!

We believe in challenging the status quo and finding a better way for our customers, which is how we have grown into the company we are today.

Our custom engineered power systems and maintenance solutions minimize costly downtime through forklift power solutions, mission critical backup power and on-site forklift and allied equipment maintenance. Our mission is to eliminate interruption in our customers' operations and allow them to focus on running their business.

We Offer Industry Leading Benefits To Include

At Concentric we believe that Our People are what make us great and help us deliver exceptional customer service.

• Full benefits package that starts day one – Includes medical, dental, vision, 401K with match, company-paid life insurance and disability coverage.
• Competitive pay – Plus incentive opportunities!
• 8 paid holidays
• Training and mentoring – Learn from our experts in the industry
• PTO - FT Employees receive 128 Hours of PTO Annually
• Advancement opportunities
• Cell phone compensation

Link to benefits overview: Benefits

The benefits listed are subject to change at any time. Please speak with an HR Representative for details. In the case of conflict between the information listed and the official plan documents, the plan documents will always govern.

Job Summary

The Service Coordinator is responsible for managing the customer experience by ensuring employee’s schedules meet customer demand. They oversee employee’s interaction with customers, handle any complaints or questions from customers and/or employees, and report to the Service Manager.

Key Job Responsibilities

• Send out completed and accurately priced work orders to ensure proper purchase orders (POs) from customers are received in a timely manner.
• Organize Old Dominion, UPS, or FedEx for shipping products for service.
• Work with the CSR on loaners and rentals.
• Stock and count service parts room as directed.
• Schedule preventative maintenance (PMs) with the customer, as well as review PM pricing and contracts.
• Resolve client-billing problems and mitigate issues in a timely manner, while applying great customer service behaviors
• Create correct and complete invoices for work orders and send them to the customer once POs are received.
• Maintain PM truck schedules and ensure PMs are properly scheduled with technicians daily and weekly.
• Update customer information, as needed, in the current tracking system.
• Manage, transfer, and stock parts.
• Answer inbound and make outbound calls in a professional manner while keeping and improving customer relations.
• Other duties as assigned by supervisor.
• Prepare PM reports for the customer service representative (CSR) to send to the customer and management.
• Follow up with customers on completed service work.
• Respond timely to communications received via email, phone, or fax.
• Open work orders and schedule service calls with customers and technicians.

Key Performance Measurements

• Resolving and completing service work orders in a timely manner.
• A score card that reflects performance in areas such as daily service duties, PM completion, customer service feedback and parts management.
• Observation regarding attitude, diligence, team contributions, and willingness & ability to learn new skills and information.

Requirements

• High School or GED Diploma required.
• Ability to organize his/her own work and work independently, with limited supervision.
• Strong communication, problem solving, and analytical skills.
• Ability to work collaboratively with other departments toward the greater good of the organization.
• Must have attention to detail with an eye for accuracy.
• Ability to clearly articulate ideas (both written and verbal) to both internal and external customers and to listen effectively to customer needs.
• Ability to work with individuals from diverse backgrounds and with diverse needs, and across remote offices.
• Capable of identifying and completing critical tasks independently with a sense of urgency.
• Proficiency in Microsoft Office including Excel, Word and PowerPoint.
• Ability to develop and maintain strong workplace relationships with an emphasis on customer satisfaction.
• Ability to adapt to a fast-changing environment.
• This job description is subject to change at any time.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit or stand up to 8 hours; use hands to type, maneuver, handle, or feel; and talk or hear. The employee frequently is required to walk and reach with hands and arms. The employee is occasionally required to stand and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 25 pounds. While performing the duties of this job, the employee may be required to wear approved Personal Protective Equipment (PPE) and must maintain a high level of self-awareness about their surroundings due to the high level of high voltage AC/DC power in the work environment. Specific vision abilities required by this job include close vision and ability to adjust focus.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The work is performed primarily in an open-office setting, with co-workers working side-by-side and a moderate level of activity being performed by co-workers across the office. The noise level in the work environment is moderate. Occasionally this position requires entry to a warehouse environment with PPE requirements, loud noises, moving equipment, and hazardous materials. Employees must maintain a high level of self-awareness for their own safety and the safety of others.

The Concentric Company considers applicants for all positions without regard to race, color, religion, creed, gender, national origin, age, disability, genetic information, marital or veteran status, or any other legally protected status.