Resource Coordinator

Schedule: Monday-Friday, 8:00am - 5:00pm, with occasional after-hours responsibilities as business needs require.

Location: National Accounts Office in McHenry, IL

Reports to: Resource Manager and Director of Sales & National Accounts

Employment Type: Full-time

Position Summary: We are seeking a dependable, organized, and proactive Resource Coordinator to support our growing team. This position focuses on the assignment coordination and completion of service work performed by our subcontractor network. It serves as the central point of coordination between subcontractors, the Service team, and the Sales team. The Resource Coordinator is responsible for issuing work orders, securing timely estimated time of arrival (ETAs), monitoring active service requests, maintaining accurate dispatch information, and collecting the documentation needed for prompt customer invoicing. The role also supports the continued growth of our subcontractor network by identifying and onboarding qualified providers in underserved markets. The ideal candidate communicates clearly, follows through consistently, handles changing priorities well, and understands the importance of accurate, real-time information in a fast-paced service environment.

Key Responsibilities: Create and issue work orders to approved subcontractors for incoming service requests. Contact subcontractors to confirm availability, assign work, and obtain timely ETAs. Communicate ETAs, delays, status changes, and completion updates to the appropriate Service team member or Account Manager. Monitor active work orders and follow up with subcontractors until the assigned work is completed. Maintain the Company 121 Dispatch Board with accurate, real-time information. Check subcontractors in and out through customer or third-party IVR systems. Ensure subcontractors understand the scope of work, site requirements, and required service documentation. Request invoices, service reports, photos, receipts, and other supporting documents from subcontractors after work is completed. Forward received documentation to the appropriate administrative employee for review, processing, and billing preparation. Follow up with subcontractors when the administrative employee identifies missing or incomplete documentation. Identify and source potential subcontractors in markets or service categories assigned by the Resource Network Manager. Dedicate approximately one hour per day to subcontractor sourcing, with additional attention given to urgent coverage needs. Work toward the established goal of identifying and helping onboard at least three new subcontractors per month. Gather preliminary information from potential subcontractors, including service capabilities, coverage areas, availability, rates, and contact information. Submit potential subcontractors to the Resource Network Manager for review and approval. Assist with urgent service requests, including active leaks and other time-sensitive situations. Escalate situations involving unavailable coverage, missed ETAs, excessive pricing, scope changes, repeat visits, customer complaints, or subcontractor performance concerns. Follow established procedures for work-order assignment, customer communication, documentation, and after-hours support. Participate in team meetings, training, and performance reviews led by the Resource Network Manager. Provide occasional after-hours coordination according to the team's coverage schedule. Perform other related coordination duties as assigned.

Qualifications: Prior background in service coordination, dispatching, construction, vendor management, or facilities maintenance is highly valued. Exceptional proficiency in both verbal and written communication. Demonstrated expertise in organization, consistent follow-through, and effective time management. Capable of balancing evolving priorities while monitoring several active work orders simultaneously. Comfortable maintaining professional phone contact with subcontractors, internal personnel, and customers. A meticulous focus on detail and a dedication to ensuring all records are precise and updated in real-time. Working knowledge of spreadsheets, email, dispatching software, and web-based service platforms. Aptitude for mastering specialized service-management tools and client IVR systems. Availability to assist with occasional after-hours responsibilities as required by the team schedule.

Preferred Skills: Exhibits tenacity and creativity in identifying vendors for markets with limited coverage. Maintains a composed, proactive approach when managing time-sensitive or high-priority requests. Self-motivated and capable of working autonomously while maintaining strong ties with various business units. Displays professional reliability and ownership by seeing every task through to its conclusion. Proficient in setting clear requirements and conducting consistent follow-ups with our subcontractor network. Understanding of the onboarding process, including necessary insurance and general compliance standards, is preferred.