Service Coordinator

2 months ago


Kingston, Canada Alex McCoy Plumbing & Heating Ltd. Full time

**Service Coordinator Position - 10 month, with possible extension**

**Position Summary**

The Service Coordinator strives to provide the best service that meets the needs and expectations of our customers. Maintains long-term relationships with our customers by understanding their needs and provides them with the highest standards of service. Responsible for responding to clients promptly, creating work orders, coordinating resources, and scheduling to complete all work orders in a timely manner. Communicates the most updated information to techs to ensure they can provide the best possible service to our customers. Works closely with the Operations Manager to resolve any scheduling conflicts that may arise. This position will report directly to the Operations and Office Managers.

**Duties and Responsibilities**

**Scheduling**
- Collects complete and accurate information from customers, creates work orders and schedules service call for all Plumbing and HVAC calls.
- Includes as much pertinent information for the tech to ensure good customer service to include the use of “service items” found in the work order
- Coordinates scheduling of all Plumbing and HVAC quotes
- Works with Management to ensure proper coverage for both service and projects
- Schedules annual backflow test
- Schedules the completion of the survey for backflows
- Sends completed backflow survey to City of Kingston
- Maintains preventative maintenance programs
- Maintains service agreements
- Manages and schedules PUC HWT’s program to include ordering tanks and maintaining HWT spreadsheet

**Dispatch**
- Dispatches crews to job sites as set up on dispatch board
- Calls customer to let them know tech is on their way
- Maintains the integrity of the dispatch board throughout the day by reviewing and updating board and work order statuses, reschedules customer calls as required
- Ensures no dropped calls

**Quotes**
- Provides backup as required to the Administrative Assistant

**Paperwork**
- Matches the daily work orders, identifies the incomplete work orders and sends completed work orders to Billing
- Creates new visit if the work order is incomplete using the appropriate status
- Monitor’s the “W” status getting updates and timelines on materials ordered
- Completes after hour work orders
- Sends red tags to City of Kingston
- Send propane inspections to propane companies as required
- Prints our inspection reports
- Submits backflows through portal
- Gives description of why a work order was cancelled/change status and forward to Billing Administrator

**Techs**
- Prints out next day work orders and highlights notes that are of importance
- Ensure all Service Items are checked off and appear on Work Order
- Manages crew sheets

**Customer Accounts**
- Confirms the “bill to” is correct with customer
- Assists AR Clerk with customer complaints

**Other**
- Provides coverage for Administrative Support Clerk during lunch and days off
- Covers for processing customer payments in the absence of AR Clerk
- Answers phone
- May be asked to perform other duties as required
- Maintains key list

**Job Types**: Full-time, Fixed term contract
Contract length: 10-18 months

**Salary**: From $760.00 per week

**Benefits**:

- Dental care
- Extended health care
- Life insurance
- Paid time off
- RRSP match
- Vision care

Flexible Language Requirement:

- French not required

Schedule:

- Day shift
- Monday to Friday

Ability to commute/relocate:

- Kingston, ON K7P 2T3: reliably commute or plan to relocate before starting work (required)

Application question(s):

- Do you have computer experience, if so - with which programs?

**Education**:

- Secondary School (required)

**Experience**:

- Administrative experience: 1 year (preferred)

**Language**:

- English (required)

Shift availability:

- Day Shift (required)

Work Location: In person

Application deadline: 2023-08-31


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