Service Routing Coordinator

Employer
Finch Services, Inc
Location
Westminster, MD
Posted
Oct 12, 2017
Closes
Oct 16, 2017
Function
Accountant, IT
Industry
Other
Hours
Full Time
Job DescriptionDepartment: ServiceReports to: Corporate Service ManagerSupervises: None Purpose:The primary duties of the Service Routing Coordinator revolve around the day-to-day technical support of commercial equipment, customers, and the support of the mobile technician team. The position is responsible for utilizing experience, resources, and the latest technologies to provide our customer base with unmatched levels of service and providing in-depth support for the mobile technician team - while increasing customer satisfaction and loyalty. Supporting inter-departmental continued education is also a critical element of the position. Responsibilities: o Scheduling and efficiently routing commercial service technicians in a multi-state area using the latest technologies to ensure route optimizationo Maintain and follow-up with previously reschedule calls based on parts and technician availabilityo Field multiple sources of inbound calls via telephone, email, text message, instant message, or other forms of communication to create service appointments and develop daily routes for multiple service technicianso Daily process technician work orders, from creation, to data entry, ordering of parts, to completion or order o Serve as an internal resource for dealership employees to assist in providing customers with timely and accurate informationo Take responsibility to ensure customer interactions, both directly as well as indirectly, always result in an effective and timely solutiono Participate in ongoing training to continually develop technical knowledge and skill setso Meet requirements for contact center metrics (# of calls, problem resolution, routing efficiencies, travel time reductions, etc.)o Follow Case Management requirements (problem/resolution)o Maintain a clean work area and perform work in a neat and orderly fashiono Follow all safety rules and regulations in performing work assignmentso Complete all reports and forms required in conjunction with work assignmentso Account for all time on a time card and for all material used in performing assigned duties Experience, Education, Skills and Knowledge: o Outstanding customer service and communication skillso Ability to problem solve by using all available resources (ie, Service Advisor, PMPro, DTAC)o Ability to use computer software such as MsOffice, Business Systems, Internet, and specialized routing systemso Prior experience with routing software is preferredo Commercial landscaping, golf and sports turf, or grounds care industry knowledge preferredo Flexibility to travel to stores when requiredo Ability to type 45 wpm or greater preferredo High School Diploma or greaterCompany DescriptionWorking for Finch is both exciting and challenging. We strive to make each employee a part of the Finch family by using your talents and providing plenty of room to grow. If you are interested, please select the link below to view current job openings. We are always looking for quality people to join us in providing the best sales and service experience to our customers!