Service Coordinator

Description

Service Coordinator

Position Description

About RapidFire Safety & Security

RapidFire Safety & Security is a leading provider of fire life safety and security solutions, earning customer trust by delivering exceptional value through strategic acquisitions, allowing us to drive organic growth in every market through the excellence of our teammates.

Job Summary

We are seeking a Service Coordinator to work closely with customers, service technicians, and other internal teams to ensure timely and efficient delivery of services.

Responsibilities

• Responding to customer inquiries and requests for service, either by phone, email, or in-person.
• Providing prompt and accurate information to customers regarding service options, pricing, and scheduling.
• Coordinating and scheduling service appointments based on customer preferences and technician availability.
• Ensuring that appointments are properly allocated, and technicians are properly informed about the job requirements.
• Assigning service technicians to specific jobs based on their skillset, availability, and location.
• Communicating job details, directions, and any specific customer requirements to the technicians.
• Tracking the progress of service jobs and ensuring that they are completed within the agreed-upon time frame.
• Following up with technicians and customers to address any issues or concerns that may arise during the job.
• Maintaining accurate records of customer interactions, service requests, and job details.
• Resolving customer complaints and issues in a timely and satisfactory manner.
• Collaborating with other internal teams, such as sales or technical support, to provide comprehensive solutions to customer problems.
• Liaising with suppliers and vendors to ensure the availability of necessary parts, equipment, and materials for service jobs.
• Coordinating with external service providers, if required, to ensure seamless service delivery.
• Identifying areas for improvement in service delivery processes and suggesting solutions to enhance efficiency and customer satisfaction.
• Participating in meetings and training sessions to stay updated on new products, technologies, and industry trends.
• Perform other duties as assigned.

Knowledge, Skill & Other Requirements

• Excellent communication and interpersonal skills.
• Strong organizational and multitasking abilities.
• Ability to work under pressure and meet tight deadlines.
• High school diploma or equivalent; relevant certifications as NICET or associate degree is a plus.
• Proven experience in a similar role, preferably in a service-oriented industry
• Proficiency in using computer software and databases.
• Knowledge of service management software or CRM systems is preferred.
• Must be legally authorized to work in the United States.