This position follows Pacific Time Zone business hours (10:00 AM–7:00 PM ET) and may be based in any Schindler office across the United States. 

The primary function of this position is to review, update, and process Work Order requests submitted by customers utilizing Third Party Work Order Management Systems. This role ensures accurate data entry, timely updates, and seamless coordination between internal teams and external customer platforms to maintain service accuracy and operational efficiency.

ESSENTIAL FUNCTIONS:

    •    Process a fast paced, high volume of emailed Work Order requests submitted by customers utilizing Third Party Work Order Management Systems, ensuring accurate updates and timely workflow execution.
•    Provide courteous, friendly, and efficient customer service via telephone, email, and Work Order communications to both external and internal customers, ensuring consistent, helpful, and solution focused support.
•    Provide timely and reliable follow up on all open Work Order requests, maintaining organized tracking and ensuring efficient resolution.
•    Serve as a priority customer concierge by coordinating between Schindler service, sales, and management teams to schedule service requests, repair upgrades, testing, proposals, and other customer needs submitted through Third Party Work Order systems.
•    Coordinate with Field Staff and Strategic Account Managers to manage customer expectations by monitoring work order SLAs and maintaining clear communication with customers through detailed work order notations.
•    Follow the Standard Escalation Procedure to address and resolve open customer concerns promptly and effectively.
•    Provide regular reports on open customer requests to both internal and external stakeholders using Microsoft Excel, ensuring accurate data tracking and clear visibility into request status.
•    Upload sales proposals to Third Party Work Order systems on behalf of Schindler sales staff and promptly notify sales and superintendent teams when customer responses are received.  
•    Participate in customer conference calls alongside Strategic Account Managers and Priority customers, providing updates, addressing inquiries, and supporting effective communication.