Office Administration

2 days ago

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

**Service Coordinator Position**

**Position Summary**

This is a 6-month contract position with the potential for extension. 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 Service Manager to resolve any scheduling conflicts that may arise. The service coordinator will report directly to the Service Manager.

**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 Utilities Kingston Hot Water Tank 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

**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 other Service Coordinator during lunch and days off
- Covers for processing customer payments in the absence of AR Clerk
- Input quote
- Answers phone
- May be asked to perform other duties as required
- Maintains key list

**Job Type**: Fixed term contract
Contract length: 6 months

Pay: From $21.75 per hour

Expected hours: 40 per week

**Benefits**:

- On-site parking

Work Location: In person

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