JOB TITLE: Service Coordination Specialist

EMPLOYER: NRG Building Services, Inc.

DEPARTMENT: Service

REPORTS TO: Service Manager / Executive Management Team

SUMMARY:

NRG is seeking a full time, highly organized, team player to perform a multi-function role within our service organization to support our continued growth. This position is a very dynamic, interactive role key to the success of our business as well as retaining our large client base.

General:

Under general supervision from the Service Manager and / or the Executive Management team, assists with coordination of customer service request, from the point of order to the point of invoicing, while maximizing technical resource productivity and profitability. Must partner effectively with the Customer, Service Manager, Finance Manager and NRG’s Field Specialists to support a successful service business.

DUTIES AND RESPONSIBILITIES:

Interface daily with NRG Clients to understand customer needs. Secure appropriate

authorization (PO, Verbal or Email Commitment) to proceed forward with Service Call

Ensures that all customer obligations are fulfilled timely and that all required work has

been performed to the customer’s expectations. Performs customer follow up as

required.

Reviews scheduling and assigns/aligns NRG’s resources (Service Specialists) daily in

conjunction with management team for projects, service agreements and emergency calls.

Utilize Sage Service Management and Sage Service Operations software tools to support

scheduling, tracking, and completion of work orders.

Performs thorough review of each work order for accuracy, proper accounting of labor

hours, materials, and travel. Posts all PM work orders daily against the Service

Agreement or executes the T&M Invoice.

Enters all customer and project data into our Service Management and Scheduled Service

Operations software platform accurately. Provides continuous review and update all data

related to each customer and the scope of work NRG is obligated to complete.

Works in concert with NRG’s Project Management team to allocate appropriate field

resources when required.

Provides and turns over all sales related task to the appropriate Sales Engineer for

estimating and quoting purposes.

Participates in bi-weekly service team meetings to review all ongoing projects,

profitability, invoicing, and closeout.

Runs various system reports regularly to ensure advancement / close-out of all Work

Orders is occurring in a timely manner.

QUALIFICATIONS:

High School Diploma or general education degree (GED) & (3) years minimum experience in similar role

Knowledge of SAGE Service Management and Sage Service Operations Software is

preferred but not necessary.

Must be highly organized and work in a task driven environment

High degree of understanding as it relates to BAS / HVAC service business is preferred

Customer interface skills required including but not limited to: Active Listening, Open

ended probing questions, identification of customer issues/concerns, handling disgruntled

or difficult customers, etc.

Demonstrate and utilize strong communication/interpersonal skills (email, verbal, face to

face) with all internal and external customers

Be able to prioritize work activities to meet business goals including assigned profit

margins, client satisfaction, timely execution of all associated tasks.

COMPETENCIES:

Adaptability - Adapts to changes in the work environment; Manages competing

demands; Changes approach or method to best fit the situation; Able to deal with frequent

change, delays, or unexpected events.

Business Acumen - Understands business implications of decisions; Displays orientation

to profitability; Demonstrates knowledge of market and competition; Aligns work with

strategic goals.

Customer Service - Manages difficult or emotional customer situations; Responds

promptly to customer needs; Solicits customer feedback to improve service; Responds to

requests for service and assistance; Meets commitments.

Dependability - Follows instructions, responds to management direction; Takes

responsibility for own actions; Keeps commitments; Commits to long hours of work when

necessary to reach goals; Completes tasks on time or notifies appropriate person with an

alternate plan.

Oral Communication - Speaks clearly and persuasively in positive or negative situations;

Listens and gets clarification; Responds well to questions; Demonstrates group

presentation skills; Participates in meetings.

Organizational Support - Follows policies and procedures; Completes administrative

tasks correctly and on time; Supports organization's goals and values.

The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities or physical requirements. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Job Type: Full-time

Pay: $22.00 - $26.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Ability to Commute:

• Harrisburg, PA 17113 (Preferred)

Ability to Relocate:

• Harrisburg, PA 17113: Relocate before starting work (Preferred)

Work Location: In person