Service Dispatcher/Coordinator

Under the guidance of the Service manager, the Service Coordinator will lead and direct the daily functions of the dispatch department. He/She will help with scheduling and dispatching technicians for service, maintenance or emergency repairs outside the place of business and will act as a liaison between the customer and the company, making sure customer needs are met by creating a customer to client atmosphere in all interaction with internal and external customers.
Role is located in the Fort Myers office.
Job Duties and Responsibilities:

• Receive, process, and prioritize all incoming HVAC service call requests.

• Log all work orders into software system.

• Set up job files for all HVAC work orders.

• Schedule all maintenance jobs to ensure they are completed on time.

• Maintain technician's daily schedules and dispatch work orders to technicians based upon priority.

• Keep customers appraised as to company schedule and requested lead times.

• Provide direction to technicians for operational and functional duties, as outlined by management.

• Maintain customer database and pending work file for regular follow-up.

• Input notes into the software system.

• Maintain technician on-call schedule.

• Monitor status of all uncommitted service repairs.

• Report on work order status as required by Service Manager.

• Receive, review and input completed work orders from field techs into software system. Ensures there are no spelling or grammatical errors.

• Order parts and supplies for service jobs as requested.

• Completes warranty and parts returns for credit.

• Review and correct technician timecards to ensure payroll is entered on time.

• Provide required reports to department managers as scheduled.

• Report any issues or conflicts to Service Manager for resolution.

• Schedule sub-contractors in coordination with the call schedule as needed.

• Responsible for maintaining positive customer relationships with all existing customers and potential new customers.

• Solicit feedback from customers in relation to service received.

• Maintain telephone coverage during business hours; if unable to answer phones, responsible for ensuring coverage.

• Constantly improve upon existing policies and procedures to make Service more proficient and profitable.

• Promote and participate in education and training opportunities that allow the Company and its employees to meet stated goals, objectives and business plan.

• Provide associates with a "role model" by setting an example of the company business and work ethic.

• Other duties that may be assigned by the Service Manager.
  Required Education/Experience:

• High School Diploma or equivalent and 3-5 years of dispatching experience required.

• One year certificate from college/technical school; and /or two years related experience/training in Commercial HVAC industry and/or related Service Industry business experience.

• Team player who works and communicates well with people at all levels.

• Expert level of verbal and written communication and interpersonal skills with ability to speak clearly and persuasively in positive or negative situations with tact, diplomacy, influence and sensitivity. Demonstrate phone and e-mail etiquette.

• Ability to multi-task.

• Ability to use significant independent judgment.

• Ability to direct and motivate others.

• Ability to enter data with accuracy and speed.

• Working knowledge in Microsoft Word, Excel, Outlook and ViewPoint by Vista software preferred.
  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.

This position is a largely sedentary role; however, some filing is required. This would require the ability to lift files, open filing cabinets and bend or stand, as necessary.

Work Environment

This job operates in both an office and a field environment. Must be able to sit and/or stand for extended periods of time.

Reasonable Accommodation

Reasonable accommodation will be made to enable individuals with disabilities to perform the essential job functions unless doing so presents an undue hardship on the Company's business operations.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Employee understands the above job description and agrees to comply with and be subject to its conditions. Employee further agrees this job description does not alter his/her at-will employment status. Employee understands that the Company reserves the right to delegate, remove, expand or change any and all responsibilities. Employee acknowledges that he/she can fulfill the above duties with or without reasonable accommodation.