Service Call Coordinator
5 days ago
**Goals & Outcomes**:
The Service Call Coordinator will manage the service schedule, working with Dispatch and Paramount Technicians to ensure the highest level of service is delivered to customers while also doing so in the most efficient and cost-effective manner. This person will also review calls once attended and close calls that are complete and will proceed to invoice.
**Essential Functions**:
- Ensure all calls are properly represented and scheduled on the calendar.
- Prioritize incoming service calls and coordinate the dispatch of technicians. Work with dispatch on scheduling to ensure procedures are followed
- Work with dispatch to ensure that urgent calls are immediately attended to, as well as prioritize and schedule less urgent calls in a timely manner.
- Follows up and schedules preventative maintenance service appointments.
- Responsible for maintaining a high level of professionalism with clients and working to establish a positive rapport with every caller.
- Identifies customers’ needs, clarifies information, researches every issue, and provides solutions and/or alternatives to achieve satisfaction.
- Conducts follow-up calls with customers to track and ensure projects are completed satisfactorily.
- Reviews service work orders for accuracy and follow-up.
- Handles customer complaints, provides appropriate solutions and alternatives within the time limits; follows up to ensure resolution.
- Follows communication procedures, guidelines, and policies.
- Review all the calls once attended to confirm if a return call is required, or if the call may be closed and proceed to invoice.
- Participate in after-hours call rotation with the Customer Service Coordinators.
**Requirements**:
- Direct mechanical experience or dispatch experience in a setting that involved mechanical repairs to buildings or equipment, problem-solving experience in that setting.
- Experience working in an office setting is an asset
- Problem-solving and conflict-resolution skills
- Excellent communication skills
- Must be customer oriented and have the ability to adapt/respond to different types of personalities throughout the day.
- Ability to multi-task, prioritize, and manage time efficiently in a fast-paced environment
- Knowledge of Microsoft Outlook, Word and Excel is an asset
**Education**:
- At a minimum High School Diploma or equivalent
**Experience**:
- Minimum 2 years experience in a dynamic work environment
**About Paramount Services**:
Paramount Service Ltd. began as Paramount Restaurant Service Ltd. over 25 years ago. Since then, the company has evolved into a full-service equipment supply and facility maintenance company based from Winnipeg, Manitoba. Our presence is focused in South West Ontario & North West Ontario, Manitoba and Saskatchewan but we have strong partnerships spanning coast-to-coast-to-coast across Canada. As part of our full-service commitment throughout the country, we employ refrigerationber, HVAC, plumbing and electrical journeymen, handymen, general labourers and we have over 600 subcontractors at our disposal. Our customer relationships are based on our performance and built on trust. As a result, our customers ask us if we can do more, and we do. From general contracting to minor service calls, landscape and parking lot maintenance, to hot and cold beverage services, equipment sales to preventative maintenance - we do it all.
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