Senior Service Coordinator

EMCOR Services Aircond is wholly owned subsidiary of EMCOR Group, Inc. focusing on providing commercial customers with HVAC mechanical contracting services as well as deploying expert field technicians for the maintenance, repairs, and energy efficient replacement of HVAC systems. 

 

JOB SUMMARY

 

EMCOR Services Aircond seeks a Senior Service Coordinator. The Senior Service Coordinator will provide customer service support to our Service Technicians, District Service Managers, Service Administrators, and any other administrative/functional department. This includes, but not limited to, creating work orders and coordinating with necessary parties to effectively and efficiently resolve customer issues in ways that meet or exceed our customers’ expectations. Other key roles include customer follow up on work orders, quote submittals, and not to exceed extensions. Address customer related issues in a timely manner.  The ability to interface across various departments at multiple levels within the organization.

 

 

ESSENTIAL DUTIES AND RESPONSIBILITIES include but are not limited to the following:

• Dispatch Technicians to service calls for assigned accounts
• Create call slips in COINS, if applicable
• Train new and existing team members on best practices for handling high call volumes and completing service requests in a timely manner.
• Handle inbound and outbound calls.
• Create and dispatch work order request to technicians.
• Respond to email inquiries in a timely manner.
• Interact with internal and external customers via phone and in person.
• Primary contact between the customer and the service department (District Service Managers (DSM’s), Technicians, Account Managers, and Service Billing Administrators).
• Continuous monitoring and maintenance of the Call Management System (scheduling board) throughout the day, routinely checking all open calls and dispatch accordingly.
• Work as a liaison between Aircond’s branch offices, Subcontractors and Special Account Customers. Establish a rapport with all parties so that you can proficiently service the customer while protecting the interests of the branches.  As the liaison, it is of utmost importance that you communicate as much as possible with all parties involved. By being the primary POC, we can limit confusion and too many touches on work orders as well as doubling efforts.
• Spearhead all special initiatives that are requested by their specific customers.
• Help to maintain websites as needed and required by the customer.
• Help ensure proper protocol is followed on every call including Multi-Site Accounts IVR processes, customer on-site scheduling, check in procedures and contacts, and closing out work orders with customers
• Regularly check and maintain the Service dispatch email box and appropriately file emails once they are addressed to help keep the inbox organized.
• Assisting others who may be assigned ownership of a specific account, or set actions on an account on an as needed basis.
• Schedule Preventative Maintenance (PM) calls and track completion for assigned accounts
• Coordinate overall account activities with customers, DSM’s, vendors, and technicians
• Take ownership and follow customer-specific policies and procedures for each of our numerous clients.
• Escalate and track high priority work orders according to customer account and site requirements.
• Coordinate and prioritize scheduling of work with customers, technicians, DSM’s, and other jobs/projects to maximize customer satisfaction. Also, takes into account customer urgency, parts/materials availability, and available manpower. Accurately reviews current day work progress and next day scheduled field visits. Then sends updates to customers, DSM’s and Technicians.
• Checks in with technicians via phone and email; provides them with hourly/daily updates regarding service call type, location, and scope of work.
• Work in progress report - follow and update status and scheduled completion date for each open and incomplete service orders.  Requires routine and on-going coordination with DSM’s and Lead Technicians.
• When needed, work with DSM and Technicians to secure pricing for repairs and supply the customer with those quotes. Inform Technicians of quote approvals and update COINS as needed.
• As and if required by Customers, complete quote requests within 24 hours of receiving pricing information including requesting not-to-exceed (NTE) increases as necessary.
• Collaborate with Service Administrators, DSM’s and Technicians on special initiatives as they are required by Customers.
• Assist with billing as needed
• Daily confirm and complete previous days time from Technicians Service