Service Coordinator

Company DescriptionEmpire Roofing, Inc., A Tecta America Company, specializes in Commercial, Industrial, and Institutional Re-roofing, Repair, and Maintenance. Since 1982, we have provided superior quality workmanship across 13 locations in the Southern United States. With a strong commitment to delivering a product beyond industry standards, Empire Roofing has built a reputation for excellence and reliability.Role DescriptionThis is a full-time, on-site Service Coordinator role based in Atlanta,GA. The Service Coordinator will support all operating units by communicating and responding to customer needs.  Serve as a resource for all operating units, by providing information, answering questions and assisting local contacts with questions and concerns. Job Functions:Plan, organize, and establish objectives and goals for projects assigned.Attracts potential customers by answering product and service questions; suggesting information about other products and services.Opens customer accounts by recording account information.Maintains customer records by updating account information.Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.Maintains financial accounts by processing customer adjustments.Recommends potential products or services to management by collecting customer information and analyzing customer needs.Prepares product or service reports by collecting and analyzing customer information.Contributes to team effort by accomplishing related results as needed.·      Understand the needs of the operating units to enable proactive consultation with local contacts.·      Maintain professionalism with a high level of integrityInvestigate and resolve problems relating to all areas of responsibility, gather and analyze information and take proper course of actionPerform other related duties as assignedKnowledge, Skills & Experience (Essential):·      High School Diploma or equivalent, college preferred·      Prior customer service experience working in a call center·      Quality Focus·      Problem Solving Ability with the ability to manage difficult customers·      Documentation Skills·      Superior Listening and Communications Skills·      Ability to speak, read and comprehend instructions, short correspondence and policy documents, as well as converse comfortably with associates Knowledge, Skills & Experience (Desirable):·      Bachelor’s degree·      Knowledge of business and management principles·      Proficiency with Microsoft Excel or other spreadsheet program, including strong analytical abilitiesKey Competencies:·      Superb communication skills·      Sound problem assessment and problem-solving skills·      Sound judgment and ability to make decisions·      Well organized; Adept at planning work and managing time·      Extreme attention to detail and high level of accuracy·      Initiative·      integrity·      Adaptability·      Willingness to learn·      Teamwork and collaborationOccupational Health and Safety:Employees are responsible and accountable for·      Compliance with workplace policies and procedures for risk identification, risk assessment and risk control·      Active participation in activities associated with the management of workplace health and safety·      Identification and reporting of health and safety risks, accidents, incidents, injuries and property damage at the workplace·      Correct utilization of appropriate personal protective equipmentWorking Conditions:Physical surroundings: Office environment with typical office machines and exposure to noise and temperature.Physical Effort: Extensive sitting, standing, walking.  Repetitive keying, typing. Occasional lifting not to exceed 50 poundsDomestic/International Travel: Occasional, for purposes of training in operating unitsExtensive Hours: Subject to overtime