Service Coordinator

Service Coordinator

Why join Chubb Fire and Security? At Chubb Fire and Security Canada powered by API Group, we provide cutting-edge fire safety and security solutions to protect what matters to most to our clients across the nation. As a trusted leader in the fire and security industry, we have built a reputation for excellence, reliability, and innovation. Joining our team means being part of a leading provider of fire safety and security solutions, with opportunities for growth and advancement.

As Leaders, we recognize that our success happens only when our Branches and Field Leaders are successful. All of our people are foundational to creating value:

· Protect people first

· Think steps ahead

· Own what we do

· Bring energy to challenges

· Win with integrity, together

Our mission is to go the extra mile for our customers and our industry. We lead the way in designing, delivering and supporting safe, reliable and innovative solutions.

Role Summary:

Chubb's Alberta Branch is currently recruiting for a Service Coordinator to join the team to provide organization and scheduling of Field Leaders for the entire Alberta Branch. The role is accountable for productivity and customer satisfaction by answering service requests from customers via calls and/or emails in order to complete work orders. Resolution may be completed by the team member's own trouble-shooting or by dispatching a technician (then following up on the work order) to ensure customer satisfaction. The Service Coordinator will work out of the Calgary branch office Monday to Friday. This position reports to the Alberta Service Supervisor but will have a dotted line to the Alberta Operational Leadership team.

This is a branch office based role working directly out of the branch office 5 days a week.

Key Job Responsibilities:

• Answering customer and Field Leader's calls in a timely manner

• Various other customer service & support duties over the phone and through emails

• Basic system troubleshooting in-order to resolve issues to customer's satisfaction

• Create purchase order requests as required.

• Discuss/review billable charges to customers as applicable.

• Schedule and dispatch Field Leaders daily

• Coordinate and schedule Field Leaders effectively to ensure monthly completion targets are met for each project in coordination and with the support of the Storekeeper for material availability

• Track the completion of ongoing projects and ensure appropriate backlog management

• Effectively communicate with our field leaders, customers, contractors, vendors and external resources on date/time and details regarding upcoming field service appointments.

• Ensure all scheduled jobs are confirmed with customer at least one week in advance of work commencement.

• Maintain appointment, software, and systems records to ensure they are accurate and updated (contact person name, number and email, scope of work, equipment and tooling needs, reports, etc.).

• Ensure scheduled Field Leader skills align with the scope of the scheduled work

• Work with Alberta leadership team, as well as with Field Leaders to ensure appropriate time is allowed for the jobs to be completed, with minimal return visits.

• Under the direction of the Alberta Leadership team for large projects, will schedule installation jobs with our team of Field Leaders and sub-contractors

• Operational coordination of small-scale projects using available resources

• Project approximate completion dates for installation work(s) and assign dates within the appropriate systems

• Work on monthly forecasting of project revenue using 'percentage of completion' on major jobs with the assistance of the Alberta Leadership team

• Provide administrative support as needed to sales team, field leaders, installation team and operation support team

• Process data and documents (ie ULC reports) as required for company reporting, within company systems and for company retention and compliance

• Send all report packages and other documentation to customers upon completion of projects

• Responsible for complying with all company standards & procedures.

• Follow established health & safety procedures; report all accidents and hazards to the appropriate personnel.

• Other duties as assigned by the Alberta Leadership team

• Overtime may be required

Qualifications:

• Post-Secondary education in Office Administration or a related discipline preferred

• 2+ years of experience in an administrative/service coordination role

• Effective communications skills with the ability to develop strong employee and customer relationships

• Excellent problem-solving skills with strong attention to detail

• Proficient Microsoft Office skillset required (Outlook, Excel, Word, PowerPoint)

• Excellent written and verbal communication skills

• Strong customer service and interpersonal skills

• Highly organized and able to work under pressure

• Flexibility to multi-task in a fast-paced environment

More about the type of candidate required:

• Effective communications skills with the ability to develop strong employee and customer relationships

• Excellent problem-solving skills with strong attention to detail

• Self-motivated and ability to work with minimal supervision in a progressive fast-paced environment

• Strong interpersonal skills and effective at building relationships - with a strong client service orientation

• Planning, scheduling, and detailed time management skills are a must.

• Strong attention to details and record keeping focus to ensure divisions scheduling needs.

• Able to process documentation and understand completeness formatting and consistency requirements.

• Strong communication skills through both written and oral.

• Ability to work with minimal supervision/self-motivated and has a desire to work on a winning team

• Adaptable to changing environments

• Ability to work under pressure with meeting timelines

• Excellent time management skills

• Strong analytical, organizational, and communication skills

• Self-motivator with a positive outlook

• Detail oriented

• Goes beyond job requirements to seek opportunities and generate ideas for improvement

Our offerings include

• Competitive compensation and benefit package

• RRSP matching

• Employee Stock Purchase Plan

• Employee Discounts

• Learning and Development opportunities

• Reward and Recognition Program

• A culture of performance & accountability

• A supportive and positive team environment

Background Check Requirements:

As a condition of employment, this position may be subject to the successful completion of the following pre-employment conditions:

• Criminal Background Check

• Reference Check

We thank all applicants for their interest; however, only those candidates selected for an interview will be contacted.

We are committed to a diverse and inclusive workplace for all. If you are contacted for a job opportunity, please advise us on any accommodations needed to ensure fair and equitable access throughout the recruitment and selection process.

Job Type: Full-time

Expected hours: 37.50 per week

Benefits:

• Company events
• Company pension
• Dental care
• Disability insurance
• Employee assistance program
• Employee stock purchase plan
• Extended health care
• Life insurance
• Paid time off
• RRSP match
• Vision care

Work Location: In person