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Position Classification Description

Position Class Code / Title: N0010 / Service Call Coordinator
Recruitment Tier: Tier 1
FLSA: Non-Exempt
Grade: 07

This is a description of a Staff Position Classification. It is not an announcement of a position opening. To view descriptions of current openings, please go to UNMJobs and Search Postings to view positions that are currently accepting applications.

The following statements are intended to describe, in broad terms, the general functions and responsibility levels characteristic of positions assigned to this classification. They should not be viewed as an exhaustive list of the specific duties and prerequisites applicable to individual positions that have been so classified.

Summary

Ensures customer satisfaction through processing orders and coordinating customer service needs with other functions as required. Serves as primary customer contact regarding such matters as pricing, scheduling, installation, and work order generation. Records and monitors all labor, materials, and other pertinent data into a management information system.

Duties and Responsibilities

  1. Provides information, resolves problems, and advises customers on products and/or services, ensuring customer satisfaction.
  2. Responds to customer inquiries and provide information pertaining to modifications of existing or potential orders.
  3. Organizes workload to ensure deadlines are met; schedules work assignments in order of priority and date received.
  4. Researches information, compiles statistics, gathers and computes various data.
  5. Initiates, codes, reviews, and processes work orders for products and/or services.
  6. Resolves customer requests for adjustments in work orders or billings.
  7. Reviews, monitors, and processes all correspondence to and from customers; coordinates the submission of periodic reports to management.
  8. Creates and maintains manual and computerized records of equipment inventory, work orders, accounts payable and billing records, and other pertinent information.
  9. Records and monitors labor and payroll data for the shop.
  10. Performs miscellaneous job-related duties as assigned.

Minimum Job Requirements

  • High school diploma or GED; at least 3 years of experience directly related to the duties and responsibilities specified.
  • Completed degree(s) from an accredited institution that are above the minimum education requirement may be substituted for experience on a year for year basis.

Knowledge, Skills and Abilities Required

  • Ability to resolve customer complaints and concerns.
  • Skill in the use of computers, preferably in a PC, Windows-based operating environment.
  • Knowledge of planning and scheduling techniques.
  • Ability to gather and analyze statistical data and generate reports.
  • Ability to communicate effectively, both orally and in writing.
  • Knowledge of specified products and/or services offered to customers.
  • Skill in organizing resources and establishing priorities.
  • Listening skills.
  • Ability to prepare routine administrative paperwork.
  • Ability to resolve difficult or stressful customer service issues.
  • Ability to perform complex tasks and to prioritize multiple projects.

Conditions of Employment

  • This position is represented by a labor union and is subject to the terms and conditions of the USUNM Collective Bargaining Agreement.

Working Conditions and Physical Effort

  • No or very limited physical effort required.
  • No or very limited exposure to physical risk.
  • Work is normally performed in a typical interior/office work environment.

The University of New Mexico provides all training required by OSHA to ensure employee safety.

Revised Date: 03/20/2017