SERVICE COORDINATOR
ABOUT ORR
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.
JOB 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.
- Create and Edit Field Orders in ERP system.
- Audit Validity of Field Orders in ERP
- Dispatch Field Orders
- Schedule Subcontractors
- Cut Subcontractor Purchase order (PO)
- 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.
- Maintain accurate Field Order Statuses
- 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)
- Create Sales Order in ERP
- Confirm Quote function in ERP for Emergency Service
- Accurately enter Data into ERP or other Systems
- 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
- Respond to, enter, manage and maintain scheduled activities in ERP
- Assist with Subcontractor scheduling or escalation as needed
- 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
- Full time, work-from-home setting.
- Occasional travel for meetings or events may be required.
- All associates are required to pass a drug screen and background check.
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