Maintain technicians' daily schedules and dispatch the technicians as service calls are completed. Schedule return trips with customers when parts are in. Maintain customer database. Communicate with department managers, employees, and company customers.
Primary Duties and Responsibilities
Dispatch Technicians, one call at a time from their start time to end of the day travel.
Debrief Technicians after completion of each call.
Respond to all messages left overnight on the answering service.
Maintain the dispatch board / schedule.
Forecast workload for 2 - 3 days out.
Schedule customers as parts are delivered & keep customers up to date on part status.
Order parts for special orders.
Create material list needed for technicians for each day and forward it to warehouse.
Maintain customer history files in database.
Prepare/process paperwork for all manufacturer warranty parts.
Facilitate return of warranty parts
Follow up on all pending and recommended work with customer utilizing the pending work log.
Secondary Duties and Responsibilities
Some Customer Service, back up phones as needed.
Other duties as assigned.
Qualifications
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Individual must possess strong interpersonal skills to interact with customers and peer representatives.
Experience
Experience in Customer Service
Experience with PC: Windows, Excel, Word, Access and Outlook helpful
Keyboard experience
Language Skills
Must have excellent communication skills
Must have the ability to read and write the English language.
Mathematical Skills
High School Graduate
Reasoning Ability
Strong reasoning ability is required to respond to customers and peers to provide solutions to inquiries.
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Full-time work, 40-45 hours weekly
Long periods of stationary activity seated at a workstation
No lifting
Long periods of focusing on computer screens
Work Environment
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Indoors
Climate controlled, heated and air conditioned
Moderate noise level, other phones and representatives talking
Mostly dust/dirt free
Non-smoking
Performance Indicators:
Certain key business indicators that will measure the effectiveness of the HVAC Service Coordinator. These include the following:
8 for 10 ratios per technician.
Degree to which unproductive labor or lost time is minimized
Number of customer complaints due to scheduling.
Number of return trips/call backs due to scheduling inefficiencies.
Accuracy of customer history files.
Filing of service orders.
Timeliness of billing information to accounting.
Timeliness of warranty part processing.
Timeliness of 8/10 reporting, current within three days.
Follow up on pending or recommended work.
Travel time goal = hour
Job Type: Full-time
Pay: $19.00 - $21.00 per hour
Expected hours: 40 - 45 per week
Benefits:
401(k)
401(k) matching
Dental insurance
Employee assistance program
Employee discount
Health insurance
Life insurance
Paid time off
Retirement plan
Schedule:
8 hour shift
Work Location: In person
