Service Coordinator - Dispatcher

Job Description

Job Description

A successful Service Coordinator is responsible for efficient day-to-day service operation by overseeing the scheduling activities of our service team. This multi-tasking position demands the successful candidate to be a team player that works well under pressure.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES include the following. Other functions may be assigned.

• Provide friendly service to customers and company departments while offering enthusiastic guidance and support.
• Schedule the service team in a way that maximizes productivity and meets customer needs; adjust schedule as needed.
• Keep data and customer records up to date.
• Notify customers before service, in a timely manner, and proactively inform customers of any delays or changes.
• Receive, review and address customer concerns by answering phones and message boards.
• Update and monitor schedule capacity and profile settings.
• Frequent communication with customers and management team regarding status and quality of service provided to customers.
  

SUPERVISORY RESPONSIBILITIES

This position has no supervisory responsibilities.

QUALIFICATIONS

• Graduation from high school or equivalent is required.
• Prior experience with the HVAC industry
• Experience dispatching service teams covering multiple states or regions.
• Must be organized and energetic with a passion to serve customers.
• Ability to effectively manage time and resources while remaining organized.
• Adaptability and changes when appropriate.
• Demonstrated ability to effectively transitions from task to task.
• Deals well with unresolved situations, frequent changes, delays, or unexpected events
• Maintains objectives during shifting priorities
• Proactively takes action and addresses issues or opportunities with little to no supervision.
• Works cooperatively with others to accomplish business goals and objectives; supports team decisions and contributes to the team’s efforts.
• Must have basic PC experience in Windows environment, working knowledge of Microsoft Office (Word, Excel, and Outlook), Web-enabled applications and database software.

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.

While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee is frequently required to stand and walk. The employee must regularly lift and/or move up to 10 pounds and frequently lift and/or move up to 50 pounds. On occasion lift and/or move more than 75 pounds with assistance.

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.

The noise level in the work environment is usually quiet.

DECLARATION

Human Resources retains the sole right and discretion to make changes to this job description. Any employee making changes unauthorized by the President or the Director of Human Resources will be subject to disciplinary action up to and including termination.