Customer Service Coordinator

Who We Are

OWL Services is the premier sales, installation, program management and service provider to retail, commercial, fleet, aviation and marine, and emergency power generation companies across the U.S.

With 33 offices and distribution centers and more than 1,400 field service professionals, OWL delivers on a service platform that includes construction, compliance and testing, maintenance and repair, modernization and re-imaging, and EV charging solutions to keep businesses and people moving 24 hours a day, 7 days a week, 365 days a year.

OWL Services’ companies have received numerous awards over the years for exemplary customer service. Most recently it was the recipient of EVgo’s Deployment Excellence Award in its first-ever class of awardees in the National EV Charging Recognition Program.

Come join us! For more information visit OWLServices.com and follow us on LinkedIn.

The Role

We are looking for a dynamic and organized Customer Support Coordinator to join our team. The Customer Support Coordinator is responsible for responding to customer service requests via phone, email, and web portal in a courteous and prompt manner, documenting the service request details in the appropriate systems, and using proper reasoning and judgment to properly dispatch service technicians in the most efficient and effective manner. Our ideal candidate is a proactive problem solver who can motivate and inspire team members to deliver exceptional results.

Responsibilities

• Receives phone calls, emails, and web portal requests from customers requesting site service, enters service request details into the appropriate systems, identifies the appropriate service technician based on availability and proximity to service site using GPS assisted systems, and dispatches technician to the site
• Monitors all technician response times and activities, documents service progress in all necessary systems, and communicates follow-up with the customer
• Assists technicians in monitoring equipment inventory, places parts orders as needed to fulfill service requests, and coordinates with equipment maintenance and warehousing departments regarding equipment availability
• Coordinates and monitors equipment upgrade and installation projects and maintains communication regarding project status with sales representatives, managers, technicians, and customers
• Ensures that all systems information is complete, correct, and in accordance with established procedures
• Establishes and maintains positive rapport with all salesmen, field service technicians, and customers
• Other duties as assigned

Qualifications

• Strong verbal and written communication skills, good speaking voice, excellent command of the English language
• Intermediate computer skills to include MS Windows, Word, Excel, and Outlook with the ability to effectively learn and navigate proprietary service call management systems
• Excellent multi-tasking capabilities with the ability to identify potential challenges in a timely manner and develop and implement appropriate resolutions
• Experience working in a Tactical Operations Center (TOC) coordinating and tracking personnel and vehicles, and providing support using digitized maps and computer systems is a plus
• This is a 24/7 Service Center, weekend rotation for shift coverage is required
• Flexibility in working varied shifts is a must
• Occasional overtime may be required

Compensation And Benefits

• 10 Paid Holidays
• Flexible Time Off
• 401(k) Company Match
• Health, Dental, and Vision Insurance
• HSA and FSA
• Disability & Occupational Accident Insurance
• Company-Paid Life Insurance Policy
• Employee Assistance Program (EAP)
• World-class paid training program for you to learn the skills for long term career success.

Requisition #