Service Coordinator

Hired by Matrix, Inc., a certified Women-owned Business Enterprise (WBE) is dedicated to providing the highest quality staffing services to our clients as their trusted business partner. This is achieved through the in-depth use and understanding of today’s emerging technologies and the commitment of a dedicated, highly motivated, staff. We use innovative, agile and social techniques to deliver the best value to our Clients.

• The qualified candidate will be an integral part in the continued success and growth of the Service Department.
• Scheduling general service calls, preparing and invoicing service calls.
• Perform a variety of customer service/dispatching and administrative duties required to receive, screen, record, prioritize, assign and close customer requests for technical service support and inspections:

• Receive, enter, check Accounts Receivable and schedule customer phone requests for service in the ACE system.
• Communicate with our Service Resource Center for all service calls.
• Take ownership of service calls from creation of service request through service completion, escalating issues to supervisors and technicians as needed.
• Reassign work as needed, making judgments based on current workloads & priorities.
• Regular contact of customer to communicate status changes.
• Professionally field customer complaints and attempt to resolve, involving supervisor when necessary.
• Validate and perform invoicing transactions for service calls in ACE daily.
• Completed service calls to be invoiced within 48 hours.
• Maintain confidentiality of customer and employer information at all times.
• Maintain inventory and supplies needed to perform work and fill the logistics coordinator roll, which includes sourcing, ordering and tracking needed parts and supplies.

• High School or equivalent 3 years’ experience in customer service/dispatching.
• Proficient with computers, Windows applications (Oracle experience a plus).
• Detailed oriented.
• This position requires a high energy level with a focus toward customers and a strong desire to succeed.
• Good organizational skills, attention to detail and excellent communication skills are required.