Service Dispatch Coordinator

Job Summary: Primary person to provide dispatch support to our HVAC & Plumbing Service Departments, including service and installation. Provide the highest level of customer service to both our internal and external customers. Process incoming service requests via phone, email and web requests. Maintain daily dispatch schedules, call completions and technician timesheets. Maintain open calls to ensure efficient delivery of service and call completion. Schedule return visits with customers when required. Maintain the on-call schedule for service technicians. Maintain customer database with current information. Clear and concise communications with managers and co-workers, including keeping internal and external customers apprised of job status and service schedule.

Duties and Responsibilities:

· Provide superior customer service to both internal and external customers.

· Communicate with technicians and other departments via email, text message and phone.

· Answer incoming calls, emails, and text messages to close out calls for technicians and sales.

· Maintain scheduled calls on Dispatch Board, ensuring that all calls are scheduled on the appropriate technician and update customers as needed of technicians ETA, return visits, etc.

· Maintain up-to-date schedule changes to achieve the goal of the best possible customer service in the most efficient time and at the least possible cost.

· Provide assistance to customers relevant to field service issues and promptly respond to concerns regarding service-related issues.

· Make outbound calls to schedule, confirm, and survey upcoming or completed appointments.

· Manage customer scheduling concerns and work to resolve them efficiently and effectively.

· Must have the ability to analyze data, research and create weekly reports utilizing Excel.

· Maintain open communication with service technicians regarding job statuses.

· Participate in On-Call Phone Coverage for after hours emergency service.

· Other assigned duties as directed by management

REQUIRED KNOWLEDGE, SKILLS AND ABILITIES:

· Excellent phone skills which include prompt, courteous and efficient handling of calls.

· Must be proficient in the use of Microsoft Word and Excel.

· Promote and maintain a TEAM environment.

· Excellent verbal and written communication skills.

· Deadline-oriented, time management, and people skills.

· Ability to work independently with little supervision.

· Good organizational skills and follow through.

· Must have the ability to make decisive and precise decisions in a timely manner.

· Service Titan experience a plus.

Job Type: Full-time

Pay: $21.00 - $26.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Health insurance
• Paid time off

Experience:

• Service Dispatch: 3 years (Preferred)
• Project Coordination: 3 years (Preferred)
• Microsoft Office: 2 years (Preferred)

Ability to Commute:

• Troy, MI 48084 (Required)

Work Location: In person