Production Service Coordinator

Description

Matrix Basement Finishing

Compensation: $20.00–$25.00 per hour, based on experience Department: Production Position Type: Hourly

Position Overview

Matrix Basement Finishing is seeking a highly organized, detail-oriented, and customer-focused Production Service Coordinator to support our growing Production Department.

This role is responsible for coordinating service calls, responding to customer inquiries, supporting permit submissions and follow-ups, and ensuring production-related administrative tasks are completed accurately and efficiently.

The ideal candidate is a proactive problem-solver who demonstrates excellent phone and email etiquette, manages multiple priorities, and takes ownership of responsibilities from start to finish.

Key Responsibilities

Customer Service & Communication

• Serve as a primary point of contact for homeowner service requests, warranty concerns, and production-related inquiries. • Respond promptly and professionally to incoming customer phone calls and emails. • Provide clear updates regarding service scheduling, progress, and resolution. • Handle customer concerns with patience, professionalism, and a solutions-oriented approach. • Maintain consistent communication with customers, Field Managers, and Production leadership.

Service Call Coordination

• Receive, document, prioritize, and track incoming service requests. • Coordinate service appointments with Field Managers, technicians, and subcontractors. • Monitor open service tickets and ensure timely follow-up through completion. • Communicate scheduling changes, delays, and updates. • Escalate urgent or unresolved issues to appropriate production leadership. • Confirm service completion and follow up with homeowners regarding satisfaction.

Permit Submittals & Follow-Ups

• Assist with preparing, organizing, and submitting permit applications to municipalities and local building departments. • Ensure required permit documentation is complete and accurate prior to submission. • Track permit application statuses and proactively follow up with municipalities regarding pending approvals. • Communicate permit-related updates, deficiencies, and outstanding requirements to the Production Department. • Coordinate with internal teams to obtain missing information or additional documentation. • Maintain organized records of permit submissions, approvals, correspondence, and follow-up activity. • Identify potential permitting delays and escalate concerns that may affect project schedules. • Ensure permit-related tasks are followed through to resolution and properly documented.