Service Response Coordinator

Mantis Innovation provides managed facility services and turnkey program management with technology-enabled solutions that target the entire building footprint. We look at the entire facility—inside and out—and can impact 70% of what a building operator allocates critical budget dollars toward, including: Strategic electricity and natural gas procurement, renewable energy, and demand response; climate impact reduction and reporting, net zero strategies, and sustainability planning; roofing, solar, HVAC assessment management, pavement, building envelope, data center optimization, and EV charging; lighting/LED retrofits, HVAC/mechanical systems, and BMS/BAS improvements and implementation.This role owns the intake, coordination, and resolution of client service requests across a national portfolio. It ensures incoming issues are triaged quickly, appropriate resources are identified and dispatched, and work is completed with clear communication and minimal disruption to the client. The role serves as a central coordination point for service activity across multiple service types, supporting clients, project teams, and contractors to deliver fast, accurate, and reliable outcomes.OUTCOMES (SCORECARD FOR SUCCESS)Service requests triaged and dispatched within defined SLA95%+ of service requests resolved without escalation or client complaintAll work orders and service records entered accurately within 24 hoursContractor invoices processed within 3 business days of receiptClient updates provided within agreed timelines for 100% of active requests<2% error rate in data entry, reporting, and documentationMaintains strong working relationships across clients, contractors, and internal teamsResponsibilitiesReceive and triage incoming client service requests across multiple service typesDispatch appropriate contractors based on location, scope, urgency, and resource availabilityService as a primary point of contact for clients, ensuring timely, clear, and professional communicationCollaborate with project managers, account managers, contractors, and internal teams to coordinate service executionTrack all active service requests and ensure timely resolutionMaintain accurate and complete records in Salesforce and internal systemsProcess contractor invoices and confirm alignment with scope and work performedGenerate and distribute client-facing updates and service reportsIdentify risks or delays, escalate issues as needed, and support resolutionMaintain visibility into service activity, workload, and coordination needs across a national portfolioMinimum Qualifications3+ years of customer service or coordination experienceStrong written and verbal communication skillsAbility to manage multiple high-urgency tasks simultaneouslyHigh attention to detail in documentation and data entryProven ability to collaborate across internal teams and external partnersPreferred QualificationsExperience in roofing, construction, or facilities servicesExperience using CRM or project tracking systems (e.g., Salesforce)Associate's or Bachelor's degree in Construction, Communications, or related fieldWorking Conditions/Physical RequirementsWork environment: Office-based, fast-paced, high-volume coordination rolePhysical requirements: Sitting, standing, walking; occasional lifting up to 30 lbs.Schedule expectations: Standard business hours with occasional extended hours based on workloadNote: Employees are held accountable for all duties of this job. This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the position. What else can we offer you? We offer a fantastic lineup of benefits, including Medical, Dental, Vision, FSA, HSA, 401k Matching, Paid Vacation, Paid Sick, Paid Holidays, Paid Parental Leave, Paid Short Term & Long Term Disability, Tuition Reimbursement, and a flexible hybrid work schedule (for office-based employees). Working at Mantis also brings tremendous professional development opportunities that allow you to make a real impact on both the company and your career!Not sure you meet every single requirement?Studies show that women and individuals from underrepresented groups often hesitate to apply unless they check every box. At Mantis, we’re committed to building an inclusive and equitable team—so if this role excites you, we’d love to hear from you, even if your experience doesn’t match every single qualification.Mantis Innovation is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.