JOB TITLE:         Service Coordinator/ Dispatcher

FLSA STATUS:    Non-Exempt

 

SUMMARY:

Under the supervision of the Area Service Manager, the Service Coordinator/Dispatcher completes all administrative tasks for the Service Department. This position collaborates with the Insight Partners Team regarding equipment start-up and processes all other work orders, creating a positive customer interaction, and ensuring timely completion of all repairs and service requests to customer satisfaction.

 

ESSENTIAL DUTIES AND RESPONSIBILITIES:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability, and physical demands required.

 

• Fosters and maintains excellent relationships with customers, vendors, and the Insight Partners Team.

• Coordinates and schedules service appointments for Service Technicians according to scheduling policies and procedures.

• Obtains any needed customer authorization prior to Service Technician reporting to the work site.

• Obtains the customer checklist from Insight Team/Customer representative prior to Service Technician reporting to the work site.

• Collaborates with Insight Team for any additional parts needed for service, while tracking and managing the receiving of parts.

• Assists Service Technicians as needed with diagnosis, authorization, or repairs.

• Follows up on open work orders as per policy of the company.

• Prepares service work orders for processing, and tracks progress of service work orders within the timelines set.

• General accounting skills to invoice the customer.

• Keeps the Service Module platform current to ensure timely reporting.

• Maintains a “Customer First” attitude always.

• Performs all other duties as assigned.

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COMPETENCIES:

• Communication- Communicates orally and in writing, with clarity and good effect. Understands clearly and quickly when instructions or orders are received. Good judgment about what information is important and what is not, and what should be communicated, how, to whom, and when. Ability to read, analyze, and interpret documents in English. Ability to respond to common inquiries or complaints from customers.

• Organization- Follows policies and procedures. Completes administrative tasks correctly and on time while working in a fast-paced environment. Supports the organization's goals and values.

• Time Management- Uses time effectively and efficiently. Values time. Concentrates efforts on the more important priorities. Gets more done in less time than others. Can attend to a broader range of activities.

• Customer Focus- Dedicated to meeting the expectations and requirements of internal and external customers. Gets first-hand customer information and uses it for improvements in products and services. Acts with customers in mind. Establishes and maintains effective relationships with customers and gains their trust and respect.

 

EXPERIENCE AND REQUIREMENTS:

• A High School Diploma or general education degree (GED) is required.

• 1-2 years experience in a wholesale/retail customer service setting is required.

• 1-2 years experience in service dispatching or related field preferred.

• General knowledge of HVAC product installation activities is preferred.

• To perform this job successfully, an individual should be proficient in personal computer skills including electronic mail, record keeping, routine database activity, word processing, spreadsheet, etc. This role requires an intermediate level of knowledge of Microsoft Office.

• Excellent time-management and problem-solving skills are required.

• FACTS and/or FieldEdge experience a plus.

• Working knowledge of activities, methods, procedures, and policies of a Service Department is preferred.

• The work schedule is typically 8:00 am-5:00 pm, Monday- Friday, totaling 40 hours per week. Some overtime may be required based on business needs. Advance notice will be given by management.

 

PHYSICAL DEMANDS/ WORK ENVIRONMENT:

 

While performing the duties of this job, the individual must be able to remain in a stationary position for 90 percent of the time while operating their computer and performing office work. The individual needs to occasionally move about inside the office. They constantly operate a computer and other office productivity machinery, such as a calculator, copy machine, fax machine, and computer printer. They must be able to exchange accurate information with customers and others in the office while interacting. The employee must regularly lift and/or move up to 15 pounds, and occasionally lift and/or move up to 25 pounds. The individual must be capable of reviewing their work for errors and making adjustments as necessary.
The noise level in the work environment is usually low to moderate. The individual frequently works in a controlled climate.
Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

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