Company: Four Seasons Heating & Cooling, Inc.
Posted on: May 3, 2021
Job Title: Service Coordinator
Pay Scale: $14 - $18 an hour
Work Hours: 8 am to 5 pm, Monday through Friday,
some weeknights and weekends as required
Primary Job Function: To coordinate and
oversee the service operations of the company. This includes
overseeing the daily dispatching and efficiencies of the service
technicians and department. Other duties include customer
relations, reviewing all billing and warranty claims, interaction
with the other managers in respect to their warranty and
installation needs. Responsible for making sure that all service
techs are properly trained. The Service Coordinator is expected to
handle all aspects of the service department and to ensure its
continued profitability and growth. Coordinate with dispatchers to
maintain the Service Technicians daily schedules and dispatch the
technicians as service calls are completed. Schedule return trips
with customers when parts are in. Maintain the on call schedule for
service technicians. Maintain customer database with current
information. Clear and concise communications with department
managers, employees and company customers, including keeping
customers appraised as to company schedule and requested
lead-times. Provide accounting with maintenance contract billing
Reports to: Owner
Advanced customer service skills.
Ability to multi-task
Enjoys working with customers
Knowledge of industry is recommended but not required
High school diploma or general education degree (GED)
Two years related experience and/or training in customer service,
dispatching or project management or equivalent combination of
education and experience
Take incoming customer calls.
Schedule and coordinate all service calls as calls are
Create dispatch ticket for all service calls.
Dispatch Service Technicians, one call at a time.
Dispatch Service Technicians from home to first call.
Debrief Service Technicians after completion of each call.
Respond to all messages left overnight.
Maintain the dispatch board / schedule.
Forecast workload for 2 3 days out
Contact customers with a "Parts Pending" status as parts are
received for scheduling.
Follow up on all pending and recommended work with customer
utilizing the pending work log.
Maintain the maintenance agreements, including billing, scheduling,
and staging of materials, database information, customer hard files
Help Service Manager with marketing issues as directed.
Order parts for special orders.
Forward list of parts used by technicians to warehouse for truck
Update customer files as information is received from installation.
(Extended warranties, equipment info, new customers, Birthday
tickler file, etc.)
Type service contract proposals for new customers
Maintain on call schedule, to include 1st on call and standby
Maintain customer history files in database
File service orders
Prepare paperwork for all manufacture warranty parts
Facilitate return of warranty parts
Update service database from service ticket
Maintain service invoice log
Compare service timecards and work orders to service schedule.
Compare time cards to GPS Report
Check service time cards for accuracy
Pull checks and charge slips and compare to invoices.
Forward checks and payments to accounting.
Happy calls / customer surveys.
Calculate reporting information and enter into 8 For 10
Other duties as assigned
Keywords: Four Seasons Heating & Cooling, Inc., Jacksonville , Service Coordinator/Dispatcher, Other , Beaufort, North Carolina
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