Scheduling Coordinator - Norfolk, VA

Scheduling Coordinator - Norfolk, VA

Job Description

This is an onsite opportunity. What you will do under direct supervision of the Market Resource Manager (Customer Service Dispatch Supervisor), receives and schedules customer calls for service. Manages schedule of assigned technicians and mechanics. Ensures schedule allows for timely completion of preventative maintenance and aligns with monthly forecasting goals. Debriefs activities of assigned technicians/mechanics daily, coordinating with technicians/mechanics to resolve concerns quickly. Assesses job completion and collaborates with Customer Billing Coordinators and Customer Support Coordinators to progress completed jobs through the appropriate business process.

How you will do it: Receives customer requests for unscheduled or scheduled service. Coordinates labor scheduling to align technician to the appropriate customer and service need. Communicates the action plan and services to be provided directly to the customer. Ensures work has been performed to the customer's expectations and performs follow-up with the customer, as needed. Answers any customer inquiries and resolves or escalates customer issues, as appropriate. Debrief activities daily Ensures Technicians are provided daily schedules. Maintains consistent communication with assigned Technicians. Follows up on activities to ensure completion in an established timeframe. Ensures that all customer account information required to support call management activities and scheduling of tasks are kept up to date in NxGen. Scheduled Service Visits on time Parts ordering/PO creation support Start-up support Customer PO confirmation WIP Management Auto SR quotes Reconcile exceptions (SIR and AP) Attend weekly planning/scheduling meeting Service + rewards Assist with monitoring of time and expense reporting submission Review and correct unassociated time for timesheets for technicians Other duties and administrative activities as assigned.