Service Coordinator- Des Moines

Marick Mechanical
Des Moines, US
On-siteCareer-pivot friendly

Who this role is best for

Geared toward candidates with customer service experience in the construction/mechanical industry comfortable with dispatching and real-time coordination of service calls.

Best fit for

  • Candidates with prior experience in the construction or mechanical service industry and a background in customer service
    — “Construction/Mechanical/Service industry experience”
  • Individuals who thrive in a fast-paced environment and can handle the coordination of service calls in real-time
    — “Ability to multitask in a fast-paced environment”
  • Proficient users of Microsoft Office tools who can manage work orders, billing, and client portals
    — “Proficiency in Microsoft Word, Excel, & Outlook”

Things to consider

  • The role requires a minimum of 3 years of customer service experience in a sales/office/corporate setting
    — “3 years of customer service experience in a sales/office/corporate setting”

How to stand out

  • Highlight experience with customer portals and work order management systems in your resume and interviews
    — “Work within customer portals to provide quotes and perform follow up calls with customers”
  • Emphasize your ability to manage service job life cycles and coordinate with technicians in real-time
    — “Own and maintain service job life cycle within our utilized software”
  • Showcase your attention to detail through examples of past work involving data accuracy or report reviews
    — “Review technician descriptions on completed work orders for overall literacy, grammar, and spelling”
Pace · Fast PacedCollaboration · HighAutonomy · MediumDecision Impact · Individual

Derived from job-description analysis by Serendipath's career intelligence engine.

What success looks like

  • Completed intake of customer information and coordinated work execution
  • Provided real-time updates via notes in work order descriptions
  • Corresponded with technicians to ensure proper close-out of service calls
Typical background
3 years of customer service experience in a sales/office/corporate settingHigh School diploma or GED

Skills & requirements

Required

Customer ServiceWork Order ManagementTechnician CoordinationGPS TrackingBillingSoftware ProficiencyCommunication

Preferred

Team LeadershipProject Management

Stack & domain

CommunicationTime Management

About the role

Original posting from Marick Mechanical via Greenhouse

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

Source: Marick Mechanical careers (Greenhouse)

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