Service Coordinator

$65,000 - $85,000/Yr

Sagamore - Wakefield, MA

Full-time

Wakefield, MA

Ambulatory Health Care Services

About the position

The Service Coordinator at Sagamore is responsible for delivering excellent customer service in the HVAC/Plumbing sector. This role involves evaluating customer calls, dispatching service technicians, and maintaining accurate customer data. The Service Coordinator plays a crucial role in ensuring that service appointments are efficiently scheduled and executed, contributing to the overall success of the company and customer satisfaction.

Responsibilities

• Evaluate, prioritize, and assign customer calls with the best technician for each service appointment.
• Coordinate service technicians; communicate with all parties throughout the process until satisfactory results have been achieved in a cost-effective manner.
• Coordinate quoted jobs/parts with service technicians, customers, subcontractors, and drivers to minimize downtime.
• Maintain accurate customer information in our database (SAGE), record the results of each service call and create report summaries for the Service Manager.
• Ensure preventative maintenances for specific areas is completed.
• Ensure all costs are in work orders and complete billing process.
• Forecast work and follow-up service in a timely manner.
• Order materials for emergency services when needed.
• Schedule return trips with parts ensuring customer is available.
• Establish and maintain relationships with customers and management companies.
• Schedule service with subcontractors.
• Keep customers updated on work order schedule, follow-up visits, and lead-time on parts and materials.
• Other duties as assigned.

Requirements

• Prior experience in a construction service industry with dispatch/coordination skills.
• Excellent customer service skills.
• Strong written and verbal communication skills.
• Strong communication with customers, management, technicians, and employees.
• Ability to multi-task in a fast paced and changing environment.
• Self-motivation.
• Excellent organizational skills and ability to coordinate multiple tasks.
• Plumbing or HVAC knowledge a plus.
• Experience with Sage/SSO a plus.

Nice-to-haves

• Plumbing or HVAC knowledge a plus.
• Experience with Sage/SSO a plus.

Benefits

• Medical, Dental, and Vision Insurance
• 401K Plan with Company Match
• Quarterly Profit-Share
• Holiday Pay
• Long Term Disability
• Company Paid Life Insurance
• Flexible Spending Account
• Great Company Culture
• Continuous and extensive training and development