Customer Service Coordinator

2 months ago

Calgary, Alberta, Canada Classic Fire + Life Safety Full time
Salary:

Company Description

Thank you so much for considering our company in your career search Classic Fire + Life Safety is a leader in the fire protection and life safety industry because of our talented, knowledgeable, and motivated staff. We know that it is our people who make the difference, and we are looking to grow our team of passionate professionals. Interested in joining us?

Our goal is to partner with our customers, to ensure their building, and the people in them are safe, from new building construction activities, modernization activities, and demand for system upgrades, through to preventative maintenance and service.

CFLS is a caring company who values our staff.

CFLS is local and is part of the community.

CFLS is a full-service fire protection contractor.

Summary

The Customer Service Coordinator is motivated, organized and knowledgeable in the field of Mobile Services Scheduling and Coordination, with a strong technical and time-management focus to support the company's field service operations. This job description is to be used as a guideline only and may not incorporate all functions of the job.

Detailed Description

As an Extraordinary Customer Service Coordinator ...
You will always focus on building genuine and authentic relationships and connections with every customer that you come across either for the day and sometimes for a lifetime. You can instantly build rapport with our customers and team members and make a difference in someone's day, month, year or even life. You will be part of our growing Service Inspections, Testing & Maintenance Team and will have a key role in achieving the balance between our customers immediate service needs and timelines for reliable service delivery.

Primary Accountabilities:

  • Preparing, coordinating, and implementing schedules for our field Fire & Life Safety Inspections Services Team at the prescribed intervals outlined in job package.
  • Acting as the Liaison with your customers to coordinate and schedule appointments for inspections and deficiency repairs as directed by the Service Delivery Manager(s).
  • Effectively communicate with our field staff, customers, contractors, vendors and external resources on date/time and details regarding field service appointments.
  • Assess job readiness and ensure all scheduled jobs are verified with customers.
  • Maintain all appointment, software, and system records to ensure they are accurate and updated (i.e. site contacts, scope of work & deliverables, equipment and tooling needs, reports, etc.)
  • Ensure field service staff are effectively and efficiently scheduled at least 2 weeks in advance, ensuring appointment scopes align with technician/fitter skills and avoid scope creep.
  • Work with Service Delivery Manager(s), Field ITM Supervisor and Field Service Staff to ensure appropriate time is allocated to inspection service jobs.
  • Work closely with the Service Delivery Manager(s), Field ITM Supervisor and Field Service Staff to ensure our Fire & Life Safety Inspections are completed on-time and error free, with minimal return visits.
  • Communicate all relevant information concerning next steps and timelines to customer, AHJ's, contractors and leadership.
  • Coordinate with other Customer Service Coordinators to balance the Field Team schedules and work as a team to provide top-notch and timely scheduling to our customers.
  • Responding to customer needs and requests, adjustments to schedule, or escalation to Service Delivery Manager if required, always communicating in an open, helpful, and engaging manner to find the right solution promptly.
  • Track open jobs to ensure appointments and service orders are moving forward as quickly and efficiently as possible.
  • Create, track, maintain, verify and close all service orders
  • Answering phone calls and dispatching emergency service calls as required.
  • Working with the on-call service roster and Service Delivery Manager(s) and Field ITM Supervisor to ensure Service Calls are covered by the CFLS team in a timely manner.
  • Other duties as assigned.

Secondary Accountabilities:

  • Ensure client records are accurate and updated in our Service System, Inspection Reporting platforms and files.
  • Work closely with the Service Delivery Manager and ITM Field Supervisor in the mapping our new business appointments, and complex inspection services jobs.
  • Work with Service Delivery Manager to address work-in-progress reports as required.
  • Provide Scheduling Status Updates to Service Delivery Manager (weekly).
  • Schedule subcontractors and ensure materials are ready and proper paperwork is completed and received.
  • Other duties as assigned.

Systems and Applications

  • Microsoft 365 Suite (Outlook, Word, Excel and PowerPoint).
  • Scheduling system management and administration.
  • The understanding and daily use of our Service System (ServiceTrade), financial systems, appointment systems, scheduling and reporting. Our Inspection Reporting Software Systems for Inspection Reporting accuracy. Our Certification Tracking systems, equipment tracking systems, security clearance processes and safety tracking systems as required.

Skills and Attributes

  • Outstanding customer service skills.
  • Significant customer service experience with a proven track record of delivery.
  • A passion for solving problems and working in high-performing teams.
  • The ability to find solutions however willingness to ask questions if guidance is required.
  • Planning, scheduling and detailed time management skills are a must.
  • Organized, Strong attention to detail and record keeping focus to ensure exceptional service delivery to our team and customers.
  • Keep informed of scheduling system revisions and upgrades, efficient and comfortable with technology and software applications.
  • Understanding and ability to work with enterprise-wide systems and applications.
  • Ability to work under pressure and handle multiple concurrent tasks simultaneously.
  • Adaptable in changing and evolving environments.
  • High level of office administrative and office technical skills.
  • Self-motivator with a positive outlook.
  • Excellent interpersonal skills with department staff and field technicians.
  • Previous coordination experience would be considered an asset.
  • Team player in all aspects of CFLS to offer support and pitch in when required.

Qualifications

  • Minimum of 2 years' experience in work planning, scheduling, dispatching, and redeployment type roles in service type industries.
  • Ability to prioritize responsibilities, time management, people skills (communication) and teamwork are all necessary skills for success in this role.
  • Working knowledge of Fire & Life Safety Systems, Codes and Standards would be considered an asset.
  • Working knowledge working in a service time industry would be considered an asset.

We thank all applicants who apply, but only those candidates who meet the above qualifications will be contacted for an interview.

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