Service Project Coordinator

Westminster, Colorado

Job Summary

  • Coordination of Preventative Maintenance project cases for Customer Care contracts.

Essential Duties and Responsibilities
  • Customer Care, contractual Preventative Maintenance Visit (PMV) case vetting and review
  • Create and Manage ServiceNow Reports to identify contract inconsistencies
  • Create and Manage ServiceNow Reports to identify systematic misfires of auto generated workflows
  • Review Special Project requirements with Senior Case Coordinator
  • Establish PMV Special Project SharePoint Hub based on needs from Sr. Case Coordinator
  • Establish Project Dashboards and Workbook
  • Attend Service Delivery meetings as needed to provide updates, risks, solutions
  • Maintain integrity of project dashboard reporting functions
  • Create and assist with Salesforce reporting features
  • Create guidelines for Sharepoint project folder document management
  • Monitor ServiceNow Small Project T&M queue
  • Review Small Project cases for level of service requested and identify proper ownership
  • Case management of Small Project T&M requests whether administratively or Project Management of request
  • Work with Logistics Team for quoting and part order processing as needed.
  • Client communication via phone and email, to determine room availability
  • Internal and Vendor communication via phone and email, for successful dispatching
  • Scheduling of dispatches via ServiceNow or WorkMarket
  • Assess case risks and issues and provide solutions where applicable
  • Escalate risks and noted issues to Management if out of Operation Coordinator scope
  • Update established work orders with template verbiage for problem description and dispatch detail
  • Ensure cases adhere to framework and documentation is maintained for each case
  • Provide administrative support as needed
  • Document and notify proper team members of any changes, adds or deletions to contractual room listing
  • Phone support for incoming calls regarding Preventative Maintenance and Small Project scheduling
  • Monitor PMV Scheduling and CRG PMV Scheduling Microsoft email inboxes for inquiries and scheduling
  • Proactively provide feedback, communication and follow up information in a timely and professional manner
  • Final case closure notification and completed documentation correspondence.
  • Maintain professional timely responses and flow for open projects as assigned

Other duties assigned as needed

Skills and Abilities
  • Ability to balance multiple tasks with changing priorities
  • Ability to work and think independently and ensuring to meet deadlines
  • Strong organizational skills and excellent attention to detail
  • Must have clear and professional communication skills (written and oral) both internally and externally
  • Effective communication and interaction with employees, clients, and colleagues and the ability to work effectively with all levels of the organization
  • Demonstrated customer service focus and client communication skills
  • Ability to handle sensitive and confidential information
  • Proficient with Microsoft Office (Word and Outlook)
  • Advanced skills in Microsoft Excel (Advanced formulas, Table & Formatting, Conditional Formatting, Advanced Charting, Pivot Tables & Pivot Reporting
  • Sharepoint (Hub Creation and Management)
  • Ability for Risk Management Assessment

Education and/or Experience
  • Minimum of a high school diploma or equivalent
  • Minimum 5 years’ similar Case Operation Coordinator experience preferred

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