Service Coordinator

Service Coordinator

Requirements

• Customer service oriented
• Passionate about solar energy
• Skills in Customer Experience (CX)
• Skills in Intake Coordination
• Skills in People Management
• Skills in Service Levels

Responsibilities

• Take incoming service calls, collect necessary information on each inquiry, determine the best course of action for the issue, and communicate next steps to the customer and relay service inquiries to appropriate department members
• Troubleshoot system issues over the phone and email with customers and communicate status updates on services
• Create work orders included with clear and concise documentation of each issue provided to manager and field technicians
• Coordinate with department members to promptly address and resolve services
• Create invoices, collect payments, and email receipts for services rendered to customers and track payment status for each service for all company offices, main and satellite
• Use workforce management system or applicable system/tool to build and manage quota
• Ensure the reallocation and assignment of field technicians across management areas, as needed
• Actively manage work order volume and modify/groom quota to minimize delays with customer appointment scheduling to improve the overall experience for other teams as well as customers
• Coordinate with field leadership to manage field technician scheduling with the goals of adhering to exception percentages, achieving ATTR/ATTI objectives and aligning to established process/policy guidelines
• Develop/distribute reports as required by leadership, to support business objectives
• Leverage department ticketing systems or applicable escalation tools to communicate, document progress, note customer interactions and disposition/code results from escalations in alignment with quality guidelines
• Use company technology, support tools and contact systems to the fullest potential and as outlined by established business processes/protocol
• Advise and assist field leadership in the development and execution of field staffing plans and shift bids
• Communicate proactively with field personnel and external customers with the goal preventing escalations and improving the customer experience
• Escalate potential issues/concerns as identified by consistent monitoring, reporting and remote tools
• Meet or exceed established goals and operational performance metrics
• Regular, consistent and punctual attendance. Must be able to work nights, weekends, holidays, variable/flexible schedule(s) and overtime as necessary
• Other duties and responsibilities as assigned

Preferred Qualifications

• 2-5 years of relevant work experience