Production Service Coordinator

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.
Production Administrative Support

- Maintain accurate customer records, service logs, permit tracking information, and task lists.

- Enter and update service requests and documentation within Buildertrend or other company systems.

- Assist Field Managers and Production Managers with scheduling, documentation, and administrative responsibilities.

- Track outstanding tasks, deadlines, and customer commitments.

- Coordinate communication between production, operations, and customer service teams.

- Support process improvements that increase departmental efficiency and customer satisfaction.

What Success Looks Like
A successful Production Service Coordinator will:

- Respond promptly and professionally to homeowner inquiries.

- Keep service requests organized and moving toward resolution.

- Maintain accurate, up-to-date permit tracking and proactively follow up on pending applications.

- Identify and communicate potential scheduling or permitting delays.

- Ensure customers receive consistent communication.

- Complete administrative tasks accurately and on time.

- Demonstrate ownership, independence, and accountability.

- Help the Production Department operate more efficiently.
The Ideal Candidate
You are someone who enjoys solving problems, managing details, and completing tasks. You are comfortable balancing customer inquiries, service scheduling, permit follow-ups, and administrative deadlines without losing track of priorities.
You understand that communication, organization, and follow-through are critical to keeping production operations running smoothly.

At Matrix Basement Finishing, we're looking for someone who takes ownership, communicates clearly, and gets things done.
Requirements

- Excellent verbal and written communication skills, including professional phone and email etiquette.

- Strong organizational, multitasking, and time-management abilities.

- Proven problem-solving skills and sound judgment.

- Ability to independently manage tasks, prioritize deadlines, and follow through on commitments.

- Exceptional attention to detail, particularly when processing documentation and tracking requests.

- Ability to communicate effectively with customers, internal personnel, and external agencies.

- Proficiency with Microsoft Office, email, and general administrative software.

- Dependability, accountability, and a strong sense of urgency.

- Ability to remain calm and professional when handling challenging situations.
Preferred

- 1–3 years of experience in administrative support, customer service, scheduling, or service coordination.

- Experience in residential construction, remodeling, home services, or a related industry.

- Familiarity with BuilderTrend or similar project management software.

- Previous experience with municipal permit applications, permit tracking, or construction-related documentation.  #HPMATRIX