What are the responsibilities and job description for the Service Dispatch Coordinator position at Comfort Systems USA Northwest?
Service Coordinator (Dispatch Focus)
Department: Service Department
Reports To: Service Sales Manager
This individual is responsible for providing a great customer experience from the time the customer callsin, until they are invoiced. The position is the hub of the Service Department and is responsible for
communication to our customers (Internal and external) and coordinating all service resources without
delays or downtime
Dispatching
- Receiving of service request and management of customer experience, while maintaining communication across all parties involved.
- Prioritize and schedule maintenance, service, and project work to meet budgets.
- Coordinate and organize technicians across all service offerings (HVAC & Plumbing), including communication of work details, material requirements, and project information and expectations
- Hourly/Daily updating, work prioritization, and technician scheduling in changing environment, including working with other Dispatcher, Service Coordinators, Account Executives, Project Managers, and the Operations Management Team.
Service Coordinator
- Communicating closely with management in regard to warranty calls, technician having issues, customers that had a bad experience with us, etc.
- Responsible for the complete closeout of all work managed in COINs daily/Weekly.
- Other duties as assigned.
Qualifications:
- Excellent organizational and communication skills required.
- Three (3-5) years of administrative experience working with customers required
- Knowledge of mechanical and electrical contractor tools and equipment preferred.
- High school diploma or equivalent work experience required.
- Experience in the construction industry is preferred.
- Intermediate knowledge of Microsoft Office Suite - Word, Excel, PowerPoint, Outlook, and Visio required; working knowledge of SharePoint preferred.
- Knowledge of how to properly review proposals, bids, contracts and manpower reports preferred.
How are you measured:
Monthly Percent Complete of Maintenance - The position is the hub of the Service Department and is responsible for maintenance scheduling and completion in the months they are due.
Open Work order Report - Accountable for communication to our customers and coordinating all service resources without delay to maximize the amount of work possible with the resources provided in a given day/month.
Pending Quoted / Proposed Work - Responsible for completion of quoted jobs as soon as possible based on customer needs.
Customer Experience Internal and external - This individual is responsible for providing a great customer experience from the time the customer calls in, until they are invoiced.
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