Job Description

As a result of our phenomenal growth, MSS SOLUTIONS, LLC  has an opening for a SERVICE COORDINATOR based in Raleigh, NC.  If you are an experienced Service Coordinator professional who is looking to grow your career and contribute fresh and innovative ideas to serve our customers, this is an opportunity you should explore!  

A career at MSS is not just a job -- it's collaborating with the best talent in the business. It's having a part in building a better future. It's making a difference in people's lives. The success of MSS is a direct reflection of the dedication, passion, and hard work of our team. Since 1996, MSS has taken pride in retaining some of the best talent in the industry by promoting a culture of respect, collaboration, and empowerment.

Responsibilities 

 Service Coordinator:   

• Customer Service. This includes managing all inbound phone calls for customer service, complaints, invoice clarifications, updates, etc.  
• Serve as the service operations lead to ensure effective utilization of service management software (Key2Act Signature Service, MobileTec, and others.) along with associated field devices.  
• Responsible for receiving, creating, and dispatching calls for service.  
• Responsible for the accurate setup of new customers, service sites, equipment, service calls, vendors, subcontractors, and daily schedule.  
• Must attend contract turnover meetings to gather all information for accurate contract setup and ensure that field staff receive all pertinent details to execute.  
• Responsible for pre-planning and scheduling all contract service work and projects with the goal of having two weeks tentatively planned. This includes coordinating the schedule and access requirements  with the customer.  
• Maintain an open line of communication between technicians, team leads, and service manager.  
• Manage open calls, review cost, review resolutions, statuses for completion, and prepare calls for billing daily. 
• Ensure timely and accurate completion of paperwork by technicians.  
• Review technician time sheet for costing and payroll purposes in assigned area and provide to Service Manager for approval. 
• Work with customers and/or Sales to obtain customer POs. 
• Issue POs to technicians for third party material. 
• Maintain customer 3rd party websites per customer’s requirements. 
• Place parts/material orders and returns as required.  
• Provide regular reporting to Service Manager as requested.  
• Support the Service Manager and technicians. 
• Other such duties and responsibilities as assigned by the company.

Required Qualifications   

• Demonstrated proficiency in MS Office (excel, word, power point), SharePoint, and basic Windows environment. 
• Knowledge of basic accounting and business principles.  
• Ability to lead and work with diverse teams.  
• Excellent written and verbal communication skills.  
• Ability to positively represent the company and communicate with others at varying technical levels.  
• Ability to learn and become proficient with Service Management software and financial accounting systems within timeframe of probation period.  
• Strong organizational skills.  
• Ability to work as a member Customer Service Center Team. 
• Must have excellent attention to detail and high sense of urgency.  
• Understanding of general service and/or construction industry.  
• Must successfully pass a background check.

Preferred Qualifications   

• Knowledge of HVAC Service, Fire & Security Service, and Controls Service a plus.  
• Knowledge of Microsoft Dynamics GP/WennSoft/Key2Act, a plus.  
• Associates degree in business administration, accounting, or another related field a plus.

Additional Notes: 

· MSS Solutions, LLC is an equal opportunity employer and a drug free environment. 

· Equal Employment Opportunity/Affirmative Action/Male/Female/Veteran/Disabled