*Salary range is based on experience and can be discussed further during the interview stage*
Role Overview:
The Service Coordinator is responsible for managing and coordinating all aspects of service requests for Wilcox International Door Corp. This role includes accepting service requests, dispatching requests to trade partners, scheduling, updating customers, and maintaining customer portals. The Service Coordinator will ensure that our dedicated crew is efficiently scheduled, oversee preventive maintenance and repairs, and source new trade partners as needed.
Key Responsibilities:
Service Request Management
» Receive and assess all incoming service requests with precision, ensuring each request is thoroughly evaluated for appropriate dispatch.
» Allocate service requests to suitable trade partners based on the specific requirements and urgency of each request, ensuring optimal resource utilization and efficiency.
» Issue purchase orders to trade partners for service requests, specifying the appropriate "DNE" (Do Not Exceed) amount to control costs and ensure budget adherence.
» Secure and relay scheduling dates for all service requests to customers for their approval, ensuring that all timelines are clearly communicated and agreed upon.
» Provide timely updates to customers regarding the status of their service requests upon completion, and clearly outline any subsequent steps or follow-up actions required.
Customer Communication
» Maintain consistent and professional communication with customers, ensuring clear and accurate information regarding scheduling confirmations, job statuses, and subsequent steps.
» Regularly update customer portals with the latest service information, including status changes, to ensure transparency and keep customers informed.
» Handle all customer interactions with professionalism and efficiency, addressing inquiries and concerns promptly to enhance overall customer satisfaction.
Scheduling and Coordination
» Organize and schedule all preventive maintenance, preventive maintenance repairs, and service repairs, ensuring that all schedules are clearly communicated to both customers and trade partners.
» Effectively coordinate with Wilcox International Door Corp’s dedicated crew to ensure their schedules are optimized and they are utilized in the most efficient manner possible.
» Oversee and maintain all relevant customer portals, ensuring that open requests are accurately updated and their statuses are current and reflective of the actual service progress.
Trade Partner Management
» Identify and evaluate potential new trade partners as needed, ensuring they meet the company’s standards and requirements.
» Collect and process all necessary documentation for onboarding new trade partners, ensuring proper setup and compliance within Wilcox International Door Corp.
» Foster and maintain strong relationships with existing trade partners, managing their performance and addressing any issues that arise to ensure high service quality.
Portal Management
» Ensure that all customer portals are meticulously maintained, with up-to-date and accurate information regarding service requests, statuses, and any relevant documentation.
» Verify that requests in the portals are accurately categorized, with correct statuses and appropriate timelines added to reflect the actual service progress.
Quarterly Performance Metrics Overview:
Our organization places a strong emphasis on efficiency, accuracy, and customer satisfaction. To ensure we are meeting our high standards, we review the following performance metrics on a quarterly basis:
Service Call Completion Rate:
» Metric: The percentage of service calls completed within the scheduled time frame.
» Goal: Achieve a service call completion rate of 95%.
Part Order Accuracy:
» Metric: The percentage of parts ordered correctly the first time.
» Goal: Maintain a part order accuracy rate of 98%.
Vendor Coordination Efficiency:
» Metric: Average time taken to coordinate with vendors and secure necessary parts or services.
» Goal: Coordinate with vendors and secure services within 48 hours on average.
Trade Partner Sourcing Success:
» Metric: The number of successfully sourced and contracted trade partners per quarter.
» Goal: Source and contract 25 new trade partners quarterly.
Customer Satisfaction:
» Metric: Customer feedback score specific to service execution.
» Goal: Achieve a customer satisfaction score of 90% or higher.
Performance Expectations:
Timeliness:
Process service requests within 4 hours, confirm scheduling dates and communicate with customers and trade partners same day as request is received. Provide post-service updates to customers within 24 hours of service completion.
Accuracy:
Ensure accurate dispatch of service requests and issue purchase orders with correct "DNE" (Do Not Exceed) amounts promptly. Maintain current and accurate information for customers to ensure proper execution of services.
Customer Service:
Communicate clearly and professionally with customers about scheduling, job statuses, and next steps and resolve customer inquiries and concerns within 24 hours.
Trade Partner Management:
Source new trade partners when required and obtain complete onboarding paperwork for proper set up within 48-72 hours. Regularly review and manage trade partner performance to ensure the proper partner is utilized for our customers.
Portal Management:
Update customer portals daily with accurate service information, statuses, and timelines. Provide consistent portal upkeep to prevent discrepancies.
Skills
- Strong administrative skills with attention to detail
- Proficiency in program management
- Ability to dispatch and coordinate projects effectively
- Excellent communication and interpersonal abilities
Job Types: Full-time, Permanent
Benefits:
- Casual dress
- Company events
- Dental care
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- Tuition reimbursement
Schedule:
Education:
- Bachelor's Degree (preferred)
Experience:
- Customer support: 2 years (preferred)
- Administrative experience: 2 years (preferred)
Work Location: In person
