Service Coordinator

General Contractor and Service Company, Hope Builders, located in Gaithersburg, Maryland, has an immediate opening for a full-time Service Coordinator. Hope Builders serves national restaurant chains and commercial facilities in Maryland, DC, and Virginia.

SUMMARY OF ESSENTIAL FUNCTIONS

Responsible for the entire life cycle of a work order: managing service requests, creating work orders, scheduling technicians, and completing work order review. Responsible for supporting the technicians with administrative functions; setting them up for success. Support the Service Manager(s) and serve the customer in a manner that is consistent with the company’s mission, vision and values.

What we’re looking for:

• Highly organized
• Positive attitude/Highly Motivated
• Able to thrive in constantly changing landscape
• Excellent communication skills
• Able to learn quickly
• Able to motivate others and improve systems
• Able to Analyze and Solve Problems
• Able to Multitask in a fast paced Environment
• Integrity– doing the right thing for the right reasons at the right time, words = deeds, trustworthy, honest, and humble.
• Continuous Improvement – always learning, accepting constructive criticism, and always looking to improve skills.

The ideal candidate must have a passion for customer service, organization and has a great eye for detail even while multitasking.

Ideal Qualifications:

· Strong Organization skills

· Ability to set priorities and manage time effectively

· 2+ years dispatching field personnel within a service-related industry

• Impeccable attendance and timeliness, ready to work every day
• Dispatching or other experience within electrical plumbing and facility service preferred
• Must possess excellent communication skills and be able to effectively listen and understand
• Ability to multi-task within a fast-paced environment
• Geographical knowledge of service area or map reading skills
• Proficient with computers; Microsoft Office software, and Excel expertise is a must
• Must possess the ability to understand departmental operations and procedures.

Job Duties:

• Receive and manage incoming service requests from customers through various channels, including phone, email, and online platforms.
• Manage service tickets, arranging for return visits when necessary and closing out when complete in preparation for billing
• Engage with customers to gather comprehensive information about their service needs and concerns.
• Coordinate and schedule service appointments based on technician availability and customer preferences.
• Dispatch qualified technicians to job sites, considering factors such as skills and proximity.
• Provide technicians with accurate job details, customer information, and any special requirements
• Manage the ordering, receiving, and dispensing of materials necessary for use in the field
• Handle customer inquiries, resolve issues, and provide solutions in a professional and empathetic manner.
• Maintain accurate and organized records of service requests, dispatches, and customer interactions.
• Collaborate with the management team to optimize dispatching processes and enhance customer experiences.
• Previous experience in customer service, dispatching, or a similar role is an advantage.
• Ability to remain composed and make quick decisions in a fast-paced environment.
• A genuine passion for delivering exceptional customer experiences.
• Effective, positive communication that builds rapport with customers and teammates
• Address customer concerns and ensure a timely resolution to their problem
• Build relationships with Service Technicians to garner trust
• Analyze work orders to correct inaccurate information so it can be dispatched properly
• Ability to learn quickly, think proactively, recognize & establish priorities, and use independent judgment
• Commitment to company values
• Participate in on call rotation when scheduled.

Your exceptional communication skills and attention to detail will ensure that our customers' needs are met promptly and efficiently. As a key liaison between our customers and technicians, you'll contribute to the overall success of our electrical service operations.

Benefits provided:

• Regular opportunities for growth
• Competitive pay
• Profit Sharing
• Paid Personal Leave, and Holiday
• Health, Dental and Vision care options
• 401K and IRA options (4% match)
• Tuition Assistance Program
• Cell phone reimbursement or company phone
• On call stipend