Service Operations Coordinator

Overview
Family-owned Plumbing, Heating and Cooling company is seeking a Service Coordinator to join our team. We are seeking an individual that is reliable, has an excellent work ethic and thrives in a fast-paced environment. The ideal candidate will have the ability to maintain clear and concise communication with our customers, our technicians and our internal teams. The primary goal of this position is to execute efficient service coordination for our service and installation departments, ensuring delivery of the highest level of customer satisfaction to our customers, and driving efficiency to keep our service operations running smoothly.

Duties and Responsibilities:

• Process incoming service requests via phone, email and web requests.
• Maintain daily dispatch schedules for service and installation, ensuring that calls are scheduled on the appropriate technician, updating customers as needed of technicians ETA, return visits, call statuses.
• 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.
• Monitor open call reports to ensure efficient delivery of service and call completion.
• Schedule return visits based on part/equipment receipt, technician availability, geographic location, etc.
• Maintain communications with managers, co-workers and customers, keeping all apprised of job status and service schedule.
• Monitor call completions to ensure efficient invoice delivery.
• Technician timesheet verification.
• Provide superior customer service to both internal and external customers.
• Maintain open lines of communication with technicians and other departments via email, text message and phone.
• Manage customer scheduling concerns, working to resolve them efficiently.
• Maintain open communication with service technicians and customers regarding job statuses.
• Maintain the on-call and vacation schedules for service technicians.
• Maintain customer database as required.
• Participate in On-Call Phone Coverage for after-hours emergency service.
• Other duties as assigned by management.

Skill Requirements

• Excellent communication skills across phone, email and text.
• Promote, maintain and participate in a TEAM environment.
• Deadline-oriented, possess excellent time management and people skills.
• Ability to work independently with little supervision.
• Excellent organizational skills and follow through.
• Must be decisive and have the ability to handle urgent situations with professionalism.
• Experience with Microsoft Word and Excel.
• Service Titan experience a plus.

Pay: $21.00 - $26.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Health insurance
• Paid time off
• Professional development assistance
• Vision insurance

Experience:

• Dispatching: 3 years (Preferred)

Ability to Commute:

• Troy, MI 48084 (Required)

Work Location: In person