Fire Service Coordinator
Fire Service Coordinator
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Job Description
Job title Fire Service Coordinator
Contract Duration 6 months contract possible to extend
LocationRedmond WA 98052
Shift 1st shift 8am to 5pm
Pay rate $17/h to$19.5/h
Description
What you will do
Under general supervision coordinates customer service requests from initiation to service completion and maximizing technical resource productivity and profitability by efficiently scheduling and dispatching Technicians with guidance from the Team Leads.
Partners effectively with the Service Team Manager to ensure technical service work is completed in a reasonable timeframe and to the customers expectations. Analyzes and assesses technical team performance and adjusts as needed to enhance customer satisfaction in a costeffective manner.
How you will do it
Receives customer requests for unscheduled or scheduled service. Determines customer needs and matches appropriate Technician or Team Lead to the need.
Communicates the action plan and services to be provided directly to the customer.
Ensures work has been performed to the customers expectations and performs followup with the customer as needed.
Answers any customer inquiries and resolves or escalates customer issues as appropriate.
Upon completion reconciles all service requests daily.
Coordinates labor scheduling to align technician to the appropriate customer and service need.
Ensures Technicians are provided daily schedules.
Maintains consistent communication with assigned Technicians.
Follows up on activities to ensure completion in an established timeframe.
Assists with creation of L&M quotations.
Develops and maintains viable longterm relationships with customers and subcontractors.
Participates in business review meetings by preparing and discussing critical account
information pertinent to current profitability status (i.e. outstanding claims PSA variance
Accounts Receivable issues) and customer satisfaction issues.
Researches and follows up on questions identified during monthly business review.
Ensures that all customer account information required to support call management
activities and scheduling of tasks are kept up to date.
Business review support
Billing support
Customer retention support
Facilitates administration of warranty claims.
May guide and prioritize the activities of the Customer Service Agent Assistants.
Periodically performs duties of the Customer Service Agent Assistant as
overflow demands.
Answer incoming customer calls and resolve issues and/or take notes to pass to
appropriate department.
Other duties and administrative activities as assigned.
Qualifications External
What we look for
Required
Associate degree preferred high school diploma or equivalent required.
Preferred minimum of five years of service industry experience managing service operations and/or service scheduling.
Must demonstrate the ability to perform work independently and demonstrate solid organizational and attention to detail skills.
Must have strong interpersonal skills to effectively communicate with both internal and external clients.
Must have the ability to simultaneously handle a large and diverse number of projects tasks and issues with tact cooperation and persistence.
Able to prioritize work activities based upon financial impact to desired business goals.
Experience and/or basic project accounting or costing principles is desired.
Able to influence diverse teams to accomplish tasks/goals.
Employment Type
Full Time
