Brewer-Garrett is a facility solutions company. Our goal is to make buildings more energy-efficient through HVAC design, electrical upgrades, building automation systems design and installation, maintenance, and repair. We are a solution-based business with a proven track record of saving our clients' money through reduced energy usage while improving their overall carbon footprint. Our team is second to none. Their creativity and dedication to providing solutions for our clients is their #1 priority. Their team-oriented approach to projects is what sets BG apart from the rest of the industry. Our company is built upon the talent and experience of our associates, and we are looking for a Customer Service Coordinator to join our team!

JOB SUMMARY

The Customer Service Coordinator will answer and respond to service calls from customers and dispatch technicians accordingly. The CS Coordinator will take calls from technicians and record work completed, as well as develop and implement a schedule for field and support staff to ensure customer and departmental goals are met.

DUTIES/RESPONSIBILITIES:

• Make and receive phone calls from customers and technicians to communicate and prioritize work assignmentsContracts: Enter new contracts and budgets; Make new contract files and adjustments to contracts; and Run and transfer costs on inactive contracts
• Work orders: Create unbilled work order list; Update work orders for contract labor; and Generate PM work orders
• Calculate material and enter purchase order information
• Provide logistical support to the field to ensure maximum output per man-hour
• Dispatch appropriate technician to satisfy customer problem based on skill, nature of problem, location of problem and location of personnel
• Ensure proper paperwork is received by and from technician as required, including work orders, tasking, start up sheets, etc.
• Understand and manage financial requirements for each project and service contract. Notify service manager if financial expectations are at risk of not being met
• Schedule preventive maintenance work 2 weeks in advance
• Advise service manager of any customer concerns immediately
• Collective Bargaining ResponsibilitiesComplete and submit Union Reports monthly
• Apply Union rate changes per the respective collective bargaining agreements
• Update skill level changes
• Maintain awareness of customers that are a credit risk to the Company
• Communicate leads from conversations with Technicians, or from reviewing service work orders, to the Sales Manager

• Other duties as assigned within the scope of this role

   

SUPERVISOR RESPONSIBILITIES: None

QUALIFICATIONS

• High School diploma or equivalent

• 5 years working as a customer service representative or dispatcher

   

KNOWLEDGE, SKILLS & ABILITIES

• Proficient with phones and computers to work with existing ERP and various software (COINS, GPS, MS Office)
• Be able to file, organize and manage paperwork
• Must be highly organized and be able to work well under pressure
• Must build rapport and productive working relationships with customers and vendors
• Must build rapport and productive working relationships with other Company departments
• Must be able to work under pressure during periods of extreme demand, typically coinciding with very hot or very cold outside temperatures
• Excellent communication skills (oral and written)
• Must demonstrate professionalism and tact

• Ability to maintain satisfactory attendance

   

WORKING CONDITIONS

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines