Service Coordinator

JOB SUMMARY:

The Scheduling Manager is responsible for ensuring the scheduling of work to be performed throughout the region and directly supervises the scheduling coordinators. Carries out supervisory responsibilities in accordance with Summit's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems. This position reports to a Project or Operations Manager.

ESSENTIAL JOB DUTIES:

• Provide direction for the scheduling coordinators through proactive engagement, feedback mentoring and setting goals and timelines.
• Communicate the goals, policies, standards, procedures, and Summit Values to the scheduling coordinators.
• Ensure the proper standards and procedures are followed when scheduling coordinators are scheduling technicians, creating, and maintaining service ticket and job queue databases, completing service tickets, creating test and inspection schedules and fielding calls from inspectors and/or technicians.
• Act as an escalation point for the field team when an assigned scheduling coordinator is unavailable.
• Serve as the primary interface with department managers to help solve technical and resource concerns.
• Responsible for the oversite and account management of key customers for efficient scheduling execution as well as customer experience in communication with the office support and field team.
• Partner with operations manager in following business Key Performance Indicators (KPI's) such as invoicing and scheduling, Planned/scheduled utilization, and Actual field team utilization.
• Foster exchange of ideas and provide cross-team learning opportunities.
• Effectively addressed employee concerns as needed with Human Resources (HR).
• Improve customer and employee experiences through two-way communication, process improvements, and organizational alignment.
• Work with recruiting to identify, interview, and hire new team members.
• Conduct constructive and timely annual performance reviews for direct reports.
• Handle discipline and termination of employees in accordance with company policy.
• Ensure company policy is followed and in line with state and federal regulations.
• Ensure that all internal and external customers and co-workers receive outstanding service by providing a friendly environment.
• Adherent to company policies and procedures as well as local, state, and federal regulations and laws.
• Other duties may be assigned

QUALIFICATIONS

The qualifications listed below are representative of the elements required to perform the job successfully, however in some cases, an equivalent combination of Education, Training, Certifications and Experience may meet the job qualifications.

Education, Training, Certifications:

• High School Diploma or GED, required.
• Associate's or Bachelor's in Business or related, preferred.

Experience, Knowledge, Skill Requirements:

• 5+ years coordination experience in Fire Life Safety industry, required.[SF1]
• Experience in a high-volume customer service environment, highly preferred.

Communication Skills:

• Must have the ability to effectively read, write and communicate in English with employees and customers.
• Communication and collaboration skills with sharp attention to details.
• Proficient with Microsoft Office Suite, required.

Systems and Software Skills:

Other Qualifications:

• Valid driver's license with acceptable driving record required. Reliable transportation, required.
• Must be able to comply with SFS's Drug and Alcohol policy and Background screening requirements, which may also include customer specific requirements based on contractual agreement.

PHYSICAL & WORK ENVIRONMENT REQUIREMENTS

Reasonable accommodations may be made to enable individuals with disabilities to perform Essential Job Duties.

Physical Requirements:

While performing the duties of this job, the employee is required to sit and stand for long periods. Employee will occasionally be required to drive, bend, kneel, balance, lift <20lb, walk, stand, ascend/descend stairs, reach above and below shoulders, stoop, and twist.

Work Environment:

Employee will consistently be required to work indoors in an office or remote setting, work alone and with others. Employees will frequently be required to travel. Employee will occasionally be required to wear appropriate personal protective equipment, as required by company safety policies.

We are fully committed to equal opportunities for employment to all individuals regardless of race, national origin, gender, religion, sexual orientation, disability, familial status, and any other classification protected under the law. We are an Equal Opportunity, Affirmative Action employer.

While this job description is intended to be an accurate reflection of the position, management reserves the right to modify, add, or remove duties and to assign other duties as necessary.

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