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Customer Service Coordinator
2 weeks ago
**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**
**As an Extraordinary Customer Service Coordinator **
You will always focus on building genuine and authentic relationships and connections with every customer that you come across either for the day and sometimes for a lifetime. You can instantly build rapport with our customers and team members and make a difference in someone’s day, month, year or even life. You will be part of our growing Service Inspections, Testing & Maintenance Team and will have a key role in achieving the balance between our customers immediate service needs and timelines for reliable service delivery.
**Primary Accountabilities**:
- Preparing, coordinating, and implementing schedules for our field Fire & Life Safety Inspections Services Team at the prescribed intervals outlined in job package.
- Acting as the Liaison with your customers to coordinate and schedule appointments for inspections and deficiency repairs as directed by the Service Delivery Manager(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.
- 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 and avoid scope creep.
- Work with Service Delivery Manager(s), Field ITM Supervisor and Field Service Staff to ensure appropriate time is allocated to inspection service jobs.
- Work closely with the Service Delivery Manager(s), Field ITM Supervisor 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 customer, AHJ’s, contractors and leadership.
- Coordinate with other Customer Service Coordinators to balance the Field Team schedules and work as a team to provide top-notch and timely scheduling to our customers.
- Responding to customer needs and requests, adjustments to schedule, or escalation to Service Delivery Manager if required, always communicating in an open, helpful, and engaging manner to find the right solution promptly.
- 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 orders
- Answering phone calls and dispatching emergency service calls as required.
- Working with the on-call service roster and Service Delivery Manager(s) and Field ITM Supervisor to ensure Service Calls are covered by the CFLS team in a timely manner.
- Other duties as assigned.
**Secondary Accountabilities**:
- Ensure client records are accurate and updated in our Service System, Inspection Reporting platforms and files.
- Work closely with the Service Delivery Manager and ITM Field Supervisor in the mapping our new business appointments, and complex inspection services jobs.
- Work with Service Delivery Manager to address work-in-progress reports as required.
- Provide Scheduling Status Updates to Service Delivery Manager (weekly).
- Schedule subcontractors and ensure materials are ready and proper paperwork is completed and received.Other duties as assigned.
- **Systems and Applications**
- Microsoft 365 Suite (Outlook, Word, Excel and PowerPoint).
- Scheduling system management and administration.The understanding and daily use of our Service System (ServiceTrade), financial systems, appointment systems, scheduling and reporting. Our Inspection Reporting Softw
