Service Call Coordinator

2 weeks ago

Winnipeg, Canada Paramount Service Ltd. Full time

Hourly Rage: $20/hr - $23/hr

**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 prioritizing and scheduling 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 in 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

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