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Description

DEPARTMENT:** **SERVICE AND SPECIAL PROJECTS

REPORTS TO:** **SERVICE MANAGER TECHNOLOGY SOLUTIONS

OVERVIEW:

The Service Coordinator supports the service department.

_NO RECRUITERS OR AGENCY CALLS, RESUMES OR EMAILS PLEASE_

**Compensation for this role** : $28-$35/hr Depending on Experience

General Responsibilities

+ Maintain open communication lines with all working relationships

+ Follow up to ensure items for which the job is accountable are performed

+ Earn and maintain customer trust

+ Uphold the core values of the organization

+ Work well with others to accomplish the mission of the organization

Specific Responsibilities

+ Provide excellent customer service through communication, scheduling and follow-through in line with core values of the organization

+ Coordinate schedule for Service Technicians and ensure provision required items to perform their role

+ Own and execute administrative tasks and event duties for the service department

Work Order Processing

+ Answer calls from customers on service line

+ Create work orders received from service line or pass information to Account Managers

+ Evaluate new work orders for completion and accuracy

+ Track deadlines and communicate with customers to schedule work in timely manner

+ Maintain scheduling board, run weekly scheduling meeting, and input assignments

+ Review previous day’s assignment statuses and notes, and coordinate any outstanding items with Supervisors or Service Technicians, or move to billing status

+ Answer calls from Service Technicians

+ Check and escalate or action internal feedback on daily basis

+ Update customer contact information as necessary

+ Maintain multiple customer portals

+ Order material, equipment, or subcontracting from vendors and coordinate delivery

+ Uphold Service Pledge and Work Order Process

Coordination and support to Service Technicians

+ Process departmental onboarding and offboarding of technicians and apprentices

+ Make updates to accounts for Field Connect, Encore store, etc.

+ Create and maintain new van binders as needed

+ Assign/request repairs for cell phones, iPads and their software

+ Maintain Service Technician uniform inventory

+ Assist with vehicle fleet management assignments and spare van coordination

Record management and administrative needs

+ Create and update department documents and records

+ Process, record and audit PTO requests for the department

+ Create on-call schedule and coordinate updates with on-call service

+ Miscellaneous office administration to support the department

Event planning

+ Plan weekly and monthly meetings, including calendar invitations, room reservations, and catering

+ Request and make arrangements for safety, iPad, or other training as required

+ Plan and host annual department events

+ Plan quarterly office birthday celebrations, and send cards to field personnel

+ Coordinate with Account Managers the distribution of holiday gifts and cards to customers

Other duties as may be assigned

KNOWLEDGE, SKILLS AND ABILITIES:

Knowledge of:

+ Scheduling coordination

+ Spectrum or FieldConnect Software, but not required

+ Microsoft Office products, specifically, Outlook, PowerPoint, and Excel

+ Soft skills and high emotional intelligence/control

Skill in:

+ Providing exemplary customer service

+ Scheduling and directing people

+ Anticipating needs of service department from a coordination standpoint

+ Decision making, prioritizing service requests, and making quick judgements

+ Time management, problem solving, multitasking, forward thinking

+ Adapting to new and changing requirements, environments, and/or information

+ Estimating resources needed to complete required tasks

+ Business writing; effective written and oral communication sufficient to be able to elicit and communicate information and achieve understanding

+ Establishing and maintaining effective working relationships with customers, vendors, consultants, management, and employees

+ Organizing work to accomplish tasks; prioritizing and reprioritizing to meet job needs

Ability to:

+ Think outside the box

+ Approach work with highly organized mindset

+ Track numbers and data

+ Stay focused in a high stress environment

+ Be a Team Player

+ Work well under pressure

PHYSICAL REQUIREMENTS:

+ Climbing

+ Crawling

+ Driving

+ Kneeling

+ Lifting (up to 50 lbs)

+ Sitting

+ Standing

+ Stooping

+ Vision acuity (near and far)

+ Walking

REQUIREMENTS:

Previous experience in customer service, scheduling, or other coordination/administrative work will be highly regarded.

Previous experience with AV Integration, Telecom, or Construction Administration will be highly regarded.

High School Diploma Required.

Benefits of this role:

+ Encore Electric provides excellent benefits for our employees, including: **medical, dental, and vision plans, disability, and life insurance, employee-matched 401(k), paid time off (PTO), an employee assistance program that includes counseling, legal, and financial advice.**

+ Encore also provides a generous employee referral program, and access to technical, safety, personal finance, and leadership training through Encore University, Encore’s in house training program.

+ **This position is eligible for cell phone allowances and the short-term incentive program.**

Applications will close for this position on: December 1, 2025 or until role has been filled.

_For questions regarding this role, please contact_ : [email protected]

_To request an accommodation during the application process, please contact_ [email protected] _._

Encore Electric, Inc. is an EOE, including disability/vets.

Benefits of this role:

+ Encore Electric provides excellent benefits for our employees, including: **medical, dental, and vision plans, disability, and life insurance, employee-matched 401(k), paid time off (PTO), an employee assistance program that includes counseling, legal, and financial advice.**

+ Encore also provides a generous employee referral program, and access to technical, safety, personal finance, and leadership training through Encore University, Encore’s in house training program.

+ **This position is eligible for cell phone allowances and the short-term incentive program.**

Applications will close for this position on: December 31, 2025 or until role has been filled.

_For questions regarding this role, please contact_ : [email protected]

_To request an accommodation during the application process, please contact_ [email protected] _._

Encore Electric, Inc. is an EOE, including disability/vets.

Equal Opportunity Employer

This employer is required to notify all applicants of their rights pursuant to federal employment laws.

For further information, please review the Know Your Rights (https://www.eeoc.gov/poster) notice from the Department of Labor.