Customer Service Coordinator

3 months ago

London, Canada Classic Fire + Life Safety Full time

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**

The Customer Service Coordinator is a full-time position responsible for coordinating and scheduling our Field Technician Services Team and will be responsible for the following tasks:
**PRIMARY ACCOUNTABILITIES**
- Preparing, coordinating, and implementing schedules for our mobile Fire & Life Safety Inspections Services Team at the prescribed intervals to meet scheduling KPI’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 at prescribed intervals prior to field deployment
- 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 required to complete the work, and to avoid scope creep
- Work with Scheduling Supervisor, Service Managers, and Field Service Staff to ensure appropriate time is allocated to inspection service jobs. Involvement and adherence to RTG and Job Duration will assist with this requirement.
- Work closely with the clients, Scheduling Supervisor, Service Managers, and Field Service Staff to ensure our Fire & Life Safety Inspections are completed on-time and error free, with mínimal return visits
- Communicate all relevant information concerning next steps and timelines to the customer, AHJ’s, contractors and leadership
- 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 appointments, and service schedules in our ERP and supporting software
- Provide our Office Operations Team with appointment information and documentation for job closeouts
- Other duties as assigned

**SECONDARY ACCOUNTABILITIES**
- Ensure clients record are accurate an updated in our ERP, Inspection Reporting Platforms, Network Drives, and Files
- Work closely with the Scheduling Supervisor, and Service Managers in the mapping our new business appointments, and complex inspection services jobs
- Work with the Scheduling Supervisor, and Service Managers to address work-in-progress reports (weekly)
- Provide Scheduling Status Updates to your supervisor/team (Daily)
- Schedule sub-contractors and ensure materials are ready and proper paperwork is completed and received.
- Other duties as assigned

**SYSTEMS AND APPLICATIONS**
- Scheduling system management and administration
- The understanding and daily use of our ERP (Acumatica), 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 and safety tracking systems for scheduling accuracy.
- GPS Tracking Software review and administration for efficient and effective routing.

**SKILLS AND ATTRIBUTES**
- Planning, scheduling, and detailed time management skills are a must
- Organized, Strong attention to details and record keeping focus to ensure division’s scheduling needs
- Able to process documentation and understand completeness formatting and consistency requirements
- Keep informed of scheduling system revisions and upgrades
- Good interpersonal skills with department staff and field technicians
- Team Player with strong communication skills through both written and oral

**QUALIFICATIONS**
- Minimum 2 years’ experience in customer service, work planning, scheduling, dispatching, and redeployment type roles in service Industries
- Ability to

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