Customer Service Coordinator

Position overview

Primary accountabilities

• Prepare, coordinate, and implement mobile inspection schedules to meet prescribed intervals and scheduling KPIs.
• Communicate appointment details with field staff, customers, contractors, vendors, and external resources; assess readiness and verify jobs with customers before deployment.
• Maintain accurate appointment and system records, including site contacts, scope, deliverables, equipment and tooling needs, and reports.
• Schedule field staff at least two weeks ahead, align job scope with technician skills, allocate appropriate job time, and help prevent scope creep.
• Coordinate with clients, supervisors, managers, and field staff to complete inspections on time and accurately with minimal return visits.
• Communicate next steps and timelines to customers, authorities having jurisdiction, contractors, and leadership.
• Track open jobs; create, verify, maintain, and close service appointments and schedules in the ERP and supporting software.
• Provide appointment information and closeout documentation to the Office Operations Team.

Secondary accountabilities

• Keep client records accurate across ERP, inspection reporting platforms, network drives, and files.
• Support mapping new business appointments and complex inspection jobs with the Scheduling Supervisor and Service Managers.
• Work with supervisors and managers on weekly work-in-progress reports and provide daily scheduling status updates.
• Schedule subcontractors and ensure materials are ready and paperwork is complete and received.

Systems and applications

• Manage scheduling systems and use Acumatica ERP, financial, appointment, scheduling, and reporting systems.
• Use inspection reporting, certification tracking, equipment tracking, security clearance, and safety tracking systems to support accurate scheduling.
• Review and administer GPS tracking software for effective routing.

Qualifications

• At least two years' experience in customer service, work planning, scheduling, dispatching, or redeployment roles in service industries.
• Strong planning, scheduling, time management, prioritization, communication, teamwork, organization, attention to detail, and record keeping.
• Able to process documentation and ensure completeness, formatting, and consistency; keep informed about scheduling system revisions and upgrades.
• Comfortable working with enterprise-wide systems and applications and technology software.
• Knowledge of fire and life safety systems, codes, and standards is an asset.
• Knowledge of fleet management practices is an asset.

Company

Benefits

• The company describes a comprehensive group benefits package, educational assistance, and an employee referral bonus program.