IP Contracts Administrator

Job Title: Customer Service Coordinator

Department/Group: Customer Service

position Type: Full Time

Location: North York, Ontario

Work Model: Onsite

Job Description

The Customer Service Coordinator is a full-time position responsible for coordinating and scheduling our Field Technician Services Team.

Task & Responsibilities:

Primary Accountabilities

- Preparing, coordinating, and implementing schedules for our mobile Fire & Life Safety Inspections Services Team at the prescribed intervals to meet scheduling KPI’s

- Effectively communicate with our field staff, customers, contractors, vendors and external resources on date/time and details regarding field service appointments

- Assess job readiness, and ensure all scheduled jobs are verified with customers at prescribed intervals prior to field deployment

- Maintain all appointment, software, and system records to ensure they are accurate and updated (i.e. site contacts, scope of work & deliverables, equipment and tooling needs, reports, etc.)

- Ensure field service staff are effectively and efficiently scheduled at least 2 weeks in advance, ensuring appointment scopes align with technician/fitter skills required to complete the work, and to avoid scope creep

- Work with Scheduling Supervisor, Service Managers, and Field Service Staff to ensure appropriate time is allocated to inspection service jobs.  Involvement and adherence to RTG and Job Duration will assist with this requirement.

- Work closely with the clients, Scheduling Supervisor, Service Managers, and Field Service Staff to ensure our Fire & Life Safety Inspections are completed on-time and error free, with minimal return visits

- Communicate all relevant information concerning next steps and timelines to the customer, AHJ’s, contractors and leadership

- Track open jobs to ensure appointments and service orders are moving forward as quickly and efficiently as possible

- Create, track, maintain, verify, and close all service appointments, and service schedules in our ERP and supporting software

- Provide our Office Operations Team with appointment information and documentation for job closeouts

- Other duties as assigned

Secondary Accountabilities

- Ensure clients record are accurate an updated in our ERP, Inspection Reporting Platforms, Network Drives, and Files

- Work closely with the Scheduling Supervisor, and Service Managers in the mapping our new business appointments, and complex inspection services jobs

- Work with the Scheduling Supervisor, and Service Managers to address work-in-progress reports (weekly)

- Provide Scheduling Status Updates to your supervisor/team (Daily)

- Schedule sub-contractors and ensure materials are ready and proper paperwork is completed and received.

- Other duties as assigned

Systems and Applications

- Scheduling system management and administration

- The understanding and daily use of our ERP (Acumatica), financial systems, appointment systems, scheduling and reporting. Our Inspection Reporting Software Systems for Inspection Reporting accuracy. Our Certification Tracking systems, equipment tracking systems, security clearance and safety tracking systems for scheduling accuracy.

- GPS Tracking Software review and administration for efficient and effective routing.

Qualifications :

- Minimum 2 years’ experience in customer service, work planning, scheduling, dispatching, and redeployment type roles in service Industries

- Ability to prioritize responsibilities, time management, people skills (communication) and teamwork are all necessary skills for success in this role.

- Working knowledge of Fire & Life Safety Systems, Codes and Standards would be considered an asset

- Working knowledge of fleet management practices would be considered and asset

- Planning, scheduling, and detailed time management skills are a must

- Organized, Strong attention to details and record keeping focus to ensure division’s scheduling needs

- Able to process documentation and understand completeness formatting and consistency requirements

- Keep informed of scheduling system revisions and upgrades

- Understanding and ability to work with enterprise-wide systems and applications

- Good interpersonal skills with department staff and field technicians

- Efficient and comfortable with technology and software applications

- Team Player with strong communication skills through both written and oral

ENVIRONMENTAL WORKING CONDITIONS & PHYSICAL DEMANDS (Under Typical Positions)