Service Coordinator- Des Moines

Marick Mechanical · 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

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