The Service Coordinator position is a cornerstone position of our service team. The Service Coordinator will work closely with the Service Operations Manager and will also coordinate with the Service Manager and Field Service Supervisors who manage our field technicians that work with heating, ventilation, and air conditioning systems and equipment. The Service Coordinator often needs several years of applicable experience and continuous on- going training to maintain their edge in the industry.
The Service Coordinator shall incorporate the United Mechanical Vision and Business Strategy by providing “Proactive World Class Service” to the markets served, based on Profitability, Credibility, Employee Base Environment, Customer Service and Quality.
ESSENTIAL FUNCTIONS:
1. Schedule and dispatch HVAC, Electrical and Plumbing team members according to predetermined schedules, customer requests or immediate needs.
2. Review your emails for any afterhours service calls that were dispatched by our monitoring center, HVAC Concepts. Every customer who places a service call through the monitoring center must be contacted by phone ASAP the next business day. Determine if a follow up visit is needed requiring parts or a written proposal. Send the monitoring report to the Business Development Team if a sales call is needed.
3. Verify that the technicians on your team have submitted their time for the previous day. Time must be committed by 10:30am
4. Review the technicians completed call summaries and confirm if the call needs to be reopened.
5. Review the exception billing batches daily to identify incomplete calls that do not have follow up appointments open.
6. Verify the technicians have arrived onsite as scheduled using Geo Tab. If the technician is not onsite, call them and notify their field supervisor. Notify the customer if the technician is delayed or rescheduled.
7. Each day, contact the technicians in the early afternoon to see if they have completed their call and if they need work scheduled for tomorrow. Ask if they need to pick up parts and where. Do they need a second technician to safely complete their job?
8. All office team members will utilize Smart View to help keep the progress of service calls organized. You should use Smart View to see what quotes have been approved and are ready to be scheduled. Check the Smart View list at the start, middle and end of the day.
9. One of our main objectives is to maintain regular communication with our customer’s keeping them informed about scheduled appointments, parts orders, parts status and when a return appointment is scheduled.
10. Safety is a top priority for United Mechanical. A Service Coordinator can assist in promoting our culture of safety by asking the technicians if they have any safety concerns at their jobsite. Remind them to take frequent cooling breaks and stay hydrated during hot weather months. Remind them to seek shelter in the building or their vehicle when a storm is approaching.
11. Demonstrate a positive attitude and a high level of personal credibility and integrity with customers, management, and co-workers. Participate in creating a happy workplace for all team members.
12. Maintain company confidentiality.
13. Attend and participate in all meetings, training, and activities as required.
14. Adhere to all company policies and departmental procedures and rules.
KNOWLEDGE, SKILLS & ABILITIES:
1. Able to work in a fast-paced team environment.
2. Must be able to multi-task.
3. Possess strong customer service skills.
4. Possess strong computer skills.
5. Strong written and verbal communication.
6. Professional telephone manners.
POSITION TYPE/EXPECTED HOURS OF WORK
The employee must be available during the core work hours Monday through Friday and must work 40 hours each week. Occasional overtime work may be required as job duties demand.
TRAVEL
This position does not require travel during the workday.
WORK ENVIRONMENT
This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. Occasional site visits may be made with Install Managers (required PPE to be issued and worn).
PHYSICAL DEMANDS
1. While performing the duties of this job, the employee is regularly required to talk or listen.
2. The employee frequently is required to stand, walk; and reach with hands and arms.
3. This position requires the ability to occasionally lift office products and supplies, up to 20 pounds.
PREFERRED EDUCATION AND EXPERIENCE
1. Prior experience working in the HVAC industry is preferred, but not required.
2. 5+ years of experience in customer service or dispatching.
3. High school diploma, or equivalent.