Senior Service Coordinator - Southland Industries Inc.

POSITION SUMMARY

The Sr. Service Coordinator is responsible for clear and frequent communication with Field Technicians and coordinating jobs with
Dispatcher. In addition, this role is responsible for managing the service agreement database and address client issues.

What you’ll do:

1. Primary Function: Implement and execute performance standards reflective of Southland Industries; culture, mission and goals. Foster a work environment that promotes productivity, profitability, and growth. Oversee the daily scheduling, tracking, and reporting of service activities. Effectively and respectfully interact with customers, service technicians, and department staff. Responsibilities include, but not limited to:

2. Maintain positive customer relations and ensure the prompt and thorough resolution of customer inquiries, requests, and complaints.

3. Investigate potentially serious customer complaints to help remedy the situation and promptly implement corrective measures as required.

4. Coordinate with Brandt University training specialist to develop staff training curriculum.

5. Explore new systems and methodologies that can improve customer service and employee performance.

6. Enter service requests received via phone, fax, and email, into system. Ensure customer account information is correctly entered and updated.

7. Prioritize service calls. Determine the needs of the customer and match to an appropriately-skilled technician.

8. Dispatch service calls in a timely manner. Inform customers of ETAs and notify promptly of any delays, as they occur.

9. Collect pertinent account information from new/pending customers for credit verification/approval.

10. Track daily progress of service calls. Enter technician work hours into system on a daily basis.

11. Communicate with customers to ensure work-performed meets or exceeds expectations. Arrange follow-up visits, as necessary.

12. Assist with scheduling preventive maintenance calls per customer’s scope of service and as directed by the Service Director.

13. Assist with managing the defect warranty process, ordering parts, maintaining sufficient inventory, scheduling, billing, and other duties as needed.

14. Collect daily technician timecards. Review each for accuracy and enter information into system.

15. Perform additional assignments as requested/needed.

What you bring to the table:

Minimum high school diploma or GED
• Associate Degree (AA) preferred
• 5-7 years progressive experience in dispatch, administration and customer service.
• Excellent verbal and written communication skills.
• Excellent attention to detail
• Ability to coordinate projects
• Excellent ability to multi-task and prioritize
• Excellent attention to detail
• Excellent Excel and Word skills

YOU Matter

PEOPLE FIRST: BUILDING TALENT BY DESIGN

At Southland we aspire to build a workforce that’s as diverse as the people who occupy the buildings we design, build and maintain. Building talent by design is our intentional approach to creating a truly safe, collaborative, and inclusive work environment that fosters growth, empowers professional achievement, and where people are treated with respect at all levels.

If you’re someone with a true passion for our industry, a life-long learner, with high accountability and a drive for results we’re looking for you!  At Southland, we hire problem solvers that are focused on providing customer value through continuous improvement and will take ownership to create the best experiences that will have an impact wider than their own job.  We thrive on creating a strong company and culture where you’ll feel engaged, challenged, and valued.

If you’re ready for the next big step in your career and want a career full of fun and excitement and to be a part of a fast-paced growing company, then JOIN our team and become a part of an organization that values PEOPLE, SAFETY, INNOVATION, COLLABORATION, INTEGRITY, ACCOUNTABILITY & SUSTAINABILITY.

Benefits:

As an employee-owned company, we offer a comprehensive benefits package that includes excellent benefits for you and your family:

• 401(k) Plan with 50% Company Match (no cap) and immediate 100% vesting
• Annual incentive program based upon performance, profitability, and achievement
• Medical, Dental, Vision Insurance 100% Paid for Employee
• Term Life, AD&D Insurance, and Voluntary Life Insurance
• Disability Income Protection Insurance

• Pre-tax Flexible Spending Plans (Health and Dependent Care)
• Holidays/Vacation/Personal Time/Life Events Leave
• Numerous training opportunities and company paid membership for professional associations and licenses

Pay: Final pay is determined by the education, experience, knowledge, skills, and abilities of the applicant, internal equity, and alignment with market data. For (Colorado/New York City/California/Washington) this ranges from $68,000.00-$80,000.00 plus annual incentive, benefits and retirement program as outlined above.

For more information on Southland Industries, please visit our website: Southland Careers or on Facebook or LinkedIN 

To hear what our employees are saying about working at Southland Industries, check out our Career Video - Working at Southland

Southland Industries and all its subsidiaries are an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. We are committed to the principle of equal employment opportunity for all employees and to providing our employees with a safe work environment free of discrimination and harassment. All employment decisions at Southland Industries are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, gender, gender identity, sex, national origin, ancestry, age, disability, medical condition, marital status, sexual orientation, family care or medical leave status, veteran status, or any other status protected by the laws or regulations in the locations where we operate. Southland Industries will not tolerate discrimination or harassment based on any of these characteristics.

**All employment offers are contingent upon successful, drug tests, background checks and professional reference checks. **

**We are not able to offer sponsorship of employment at this time**

If you don’t feel this position is a match for you, we encourage you to share it with others. Feel free to share throughout your social networks and follow us on Facebook, Twitter, LinkedIn, and Instagram to keep up to date on what we’re doing as a company.