Service Project Coordinator

Job Description

Under the direction of the Sales Manager and assigned Project Manager(s), this position is responsible for providing administrative support for the Service Sales Engineers, Project Management Team, and Plumbing Field Team.

Essential Duties and Responsibilities:

Schedule and Route Optimization

• The Project Coordinator acts as the dedicated bridge between Dispatch, the Field, and our Clients. Call centers and dispatch teams are built for speed, volume, and immediate routing; they get bogged down when forced to manage multi-step, ongoing issues. This role takes ownership of those escalated, long-term, or high-tier requests, providing "white-glove" oversight to ensure complex jobs are executed flawlessly from intake to completion.

Key Responsibilities

• Take ownership of escalated or complex service tickets handed off from Dispatch or PM's.
• Serve as the dedicated, single point of contact for clients requiring multi-step service or project fulfillment.
• Coordinate schedules, parts, resources, and communications between field technicians, internal departments, and third-party vendors.
• Monitor ongoing project timelines to ensure longer-term deliverables do not stall or fall through the cracks.
• Proactively update clients on the status of their service requests to eliminate inbound follow-up calls to the dispatch team.
• Maintain accurate, detailed records of complex cases within the company's CRM or project management software.
• Board Management: Constantly shifting the puzzle pieces throughout the day as jobs run long or finish early. A PC is always thinking two moves ahead.
• Skill Matching: Assigning complex jobs to senior technicians, while routing simpler tasks to junior techs.
• Equipment Assignment: Scheduling out equipment to techs for high level tracking.
• Last Calls: Pushing to get last calls covered.

Call Triage and Customer Service

• Prevent Technicians from responding without necessary context: Technicians need enough information to mentally prepare for the diagnosis, grab the right tools out of the truck, and approach the customer with the right tone. Ask probing questions during the intake call helps set our technicians up for success while on site. "Plumbing leak" does not provide enough of a description to provide the proper level of service. Technicians need to know the location, severity, and context of the issue so they know what to expect. The Project Coordinator helps fill any gaps prior to arriving on site.
• Emergency Triage: Differentiate between a true emergency and a nuisance issue and prioritize the schedule accordingly.
• Setting Expectations: Communicating arrival windows clearly and sending "on the way" notifications so customers aren't left guessing.
• De-escalation: Handling frustrated customers if a technician is running behind due to a previous job running long.
• Empathy: Customer State of Mind- (Urgency) Customer is frantic, water is actively destroying property. (Frustrating) Customer is annoyed, possible call back, invoice cost issue. Your role is to discern the situation and handle as a top priority for high level customer service.

Technician Support and Liaison

• Debriefing: Requiring techs to call or message in after every job to close out the ticket, ensure notes are accurate, and clear them for the next call.
• Logistical Support: Coordinating with parts supply houses if a tech needs a specific part or arranging for a junior tech to drop off a part to a senior tech on a big job.
• Gatekeeping: Making sure techs are on schedule and direct communication with techs and customers.
• Safety tool box talk documentation and tracking.

Administrative and CRM Management

• Data Integrity: Ensuring all customer information is updated (new chief engineer,) property rules and regs, entry codes, and job histories are accurately entered into the CRM.
• Permit Coordination: Assisting with pulling municipal permits for major work like sewer replacements or gas line repairs.
• On Call Calendar: Assigning tech to the on call schedule and managing holiday fairness.
• Backflow Portal Administrator: Entering in all backflow forms on agency portals.
• Track Service Calls: Notify the PM of a service call. Communicate with tech for any follow-up work or gaps to fill.
• Take and distribute meeting minutes for sales and department team meetings; email recap with action items to meeting attendees
• Assist with onboarding new hires coordinate with Human Resource to ensure that all first day activities are scheduled in advance, itinerary, meet & greets, etc.
• Assist the manager with new hire equipment setup; ITPAFs, business cards, key fob/building access, email setup, etc. to ensure a successful onboarding process.
• Prequalification Support for approved RFP's and bids.
• IFS and Bid Tracer Super User Generating reports for the Sales Manager that tracks individual sales activity
• Monitor proposal and bid activity levels in the three main business segments (Retrofit, Repairs & Maintenance)
• Scheduling of Estimate reviews with sales personnel and the Sales Managers.
• Scheduling of Pre-job planning and Risk Review meetings Scheduling required attendees based upon scope and dollar amount i.e., RVP, SVP etc..
• Plans and organizes meetings for Service leadership, Sales Managers, salespeople and vendors as needed by the Sales Manager including rooms and catering (for both in person and virtual meetings as applicable)
• General administrative duties such as typing and photocopying general correspondence including, but not limited to: letters, proposals, presentations, reports, agreements, contracts, and memos from notes or sending and/or distributing various correspondences on behalf of Project Managers
• Maintain accurate filing system and project document control.
• Take and transcribe meeting notes.
• Other tasks and duties as assigned by Sales Managers, direct supervisor and/or upper management

Education and Experience :

• High School Diploma or equivalent required. Associate degree or higher preferred
• 2+ years' experience and intermediate proficiency-level usage of MS Office applications, including Word, Excel, and PowerPoint, MS Project
• 1+ years' experience/intermediate-level usage of desktop publishing software application(s); experience with Adobe In-Design, Acrobat, Bluebeam
• Photoshop, and Illustrator preferred.
• Strong interpersonal skills and the ability to relate with a variety of departments and personalities.
• Excellent verbal and written communication skills.
• Strong organizational and time management skills to handle multiple issues efficiently and completing work to a deadline.
• Demonstrated service excellence, participate in customer relation issues and find solutions to solve customer disputes.
• General knowledge of the construction or service business is preferred, but not required.
• High level attention to detail and ability to complete work to a deadline.
• Able to participate in customer relation issues and find solutions to solve customer disputes.
• Understand the necessity of maximizing the productivity of construction and technical workforce.
• Understand the importance of handling sensitive and confidential information and documents.
• Ability to work overtime when required.

ACCO Competencies:

• Proactivity/Initiative : Recognizes what needs to be done and accomplishes it in a manner appropriate for one's level/position and with minimal supervision.
• Perseverance : Shows wherewithal to fight for difficult goals despite challenges and to bounce back from adversity.
• Motivation/Dedication : Commits to excellence in pursuing unselfish goals. Initiates action with collective goals, takes responsibility, and shows personal humility.
• Technical Curiosity/Willingness to Learn : Interest in seeking out new experiences, knowledge, and candid feedback; demonstrating an openness to learning and change.
• Insight : The ability to gather and make sense of information that suggests new possibilities.
• Engagement : Shows a knack for using emotion and logic to communicate a persuasive vision and connect with people.
• People Skills : Is approachable and gains the mutual trust and respect of others. Understands people's strengths & weaknesses and actively seeks to understand other perspectives.
• Communication : Fosters open, honest, candid and respectful communication. Effectively assesses, defines and communicates issues in a timely manner, both written and verbal.
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