Service Coordinator

SERVICE COORDINATOR

ORR Protection is a national leader in fire and life safety, delivering intelligent, lifecycle-driven solutions that protect people, property, and business continuity. For more than 75 years, we've built our reputation by serving organizations in mission-critical environments-where performance matters and reliability is essential. As a third-generation, family-owned company, we remain grounded in strong relationships, a commitment to doing the right thing, and a deep sense of responsibility to our customers and our people. Today, ORR supports associates and customers across all 50 states, combining national expertise with a culture rooted in safety, respect, and care. When you join ORR, you're part of a team dedicated to protecting what matters most, while building a career you can be proud of.

Learn more about our company culture here.

SUMMARY

ORR's Service Coordinators work closely with customers, subcontractors, field operations, and internal account managers to schedule and dispatch routine service, emergency calls, and repair work. They ensure jobs are completed on time, meet Service Level Agreements (SLAs), and are scheduled as efficiently and profitably as possible.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

Service Scheduling & Dispatch

• Work with Field Operations to Create Profit Driven Routine Service Schedules that meet Service Due Dates and Customer SLA's

• Achieve Monthly On-Time Completion targets (to be defined)

• Confirm and coordinate Routine Service Schedules with Customer, Service Account Team, Subcontractor and Field Operations.

• Work with Field Ops to Create and Obtain Profit Driven Schedules for Scheduled Repairs that meet Due Dates and Customer SLA's

• Dispatch, Confirm and Coordinate Scheduled Repairs with Customer, Subcontractor, Service Account Team and Field Operations

• Take Emergency Service Call Requests via Phone, Email, Text, (Instant Message) IM or Portal from Customer, 3rd Party, Account Team or Others

• Dispatch, Confirm and Coordinate Emergency Service with Customer, Subcontractor, Service Account Team and Field Operations

• Achieve Daily, Weekly or Per Tech revenue targets (to be defined)

• Schedule Subcontractors

• Cut Subcontractor Purchase order (PO)

• Assist with Subcontractor scheduling or escalation as needed

Field Orders & ERP Administration

• Create and Edit Field Orders in ERP system.

• Audit Validity of Field Orders in ERP

• Dispatch Field Orders

• Maintain accurate Field Order Statuses

• Create Sales Order in ERP

• Confirm Quote function in ERP for Emergency Service

• Accurately enter Data into ERP or other Systems

• Respond to, enter, manage and maintain scheduled activities in ERP

Customer Communication & Team Coordination

• Respond promptly to Customer needs via email, phone, text, IM or Portal

• Maintain communication with customer or Account Team until resolution or hand off

• Customer Portal Entry

• Coordinate with Project and Project Management teams to ensure adequate, appropriate and efficient use of resources

• Participate in internal and Customer meetings as required

• Conform to company quality system

QUALIFICATIONS

• Customer Service experience or demonstrated proficiency
• Analytical thinker
• Ability to excel in collaborative environments
• Ability to work independently
• Goal Oriented
• Can make data driven decisions quickly
• Understanding of spreadsheets and basic filters, formulas and functions
• Ability to excel in high pace environments
• Data Entry Skills

EDUCATION and/or EXPERIENCE

• HIgh School Diploma or Equivalent
• Experience in customer service, dispatch or general business administration, preferred
• Microsoft Office Products
• Intermediate level user of Excel or equivalent

WORK ENVIRONMENT

• This role operates within an office setting.

ONCE YOU JOIN OUR TEAM, YOU'LL GET TO ENJOY:

• Working for a company where the associates are viewed as the company's greatest asset.
• Being part of something you can be proud of - making a difference in the health and wellness of people and our planet.
• A growing company with a first class reputation in our respective industries.
• A culture that is fun, family oriented and entrepreneurial.
• A company that offers a focus on work life balance and encouragement to make a big impact.
• A caring group of associates with a commitment to make the communities we work in better for all.
• Excellent benefits including 401(K), health, life, dental, tuition reimbursement and numerous perks such as training and development

Equal Opportunity Employer / Vet / Disabled