Service Coordinator/dispatch

Service Coordinator

The Service Coordinator is responsible for the successful coordination of services for our customers through the dispatching of field service technicians, the efficient processing of work orders, and the maintaining of additional internal processes. The successful candidate will have the ability to work in a fast-paced environment while managing phone, text, and email communication from internal and external customers. In addition to exemplifying a strong focus on customer service and the ability to create, and contribute to, a team environment.

Responsibilities:

Communication:

Using sound judgement, the service coordinator will prioritize customer service requests and dispatch technicians according to the customers' needs and the technicians' skills, territory, and availability. Successfully manage heavy phone traffic, text messages, and emails simultaneously from customers and technicians. Support the communication and compliance of company policies and processes to peers in a professional and consistent manner. Effectively build and maintain positive work relations with internal departments to improve the overall communication and flow of services. Demonstrates problem solving skills by addressing customer concerns and/or work delays when possible, and escalates cases to management as needed.

Procedural Skills:

Adequately use internal systems/programs to create work orders to ensure proper billing of parts, time, and labor on a daily basis. Ensure invoice accuracy through the creation of detailed work orders for rework, full maintenance contracts, monthly internals, national accounts, etc. Update dispatch logs, status of work orders, and all internal forms with up-to-date information consistently.

Administrative:

Forecast workload for 2-3 days in advance or as needed. Maintain service files to ensure proper completion of process and information contained within the files. Communicate and partner with A/R regarding customer accounts in regard to over credit limits and CODs to ensure proper billing and receipt of payment. Coordinate quotes with technicians, CSS, and the Parts department, and confer with the service manager for any questions or concerns. Manage the opening of vehicle maintenance orders, as needed. Coordinate back ordered parts with customers, technicians, and the parts department.

Qualifications:

Education/Additional Requirements:

High school graduate with college courses in business administration preferred. Previous dispatch experience in a service industry preferred. Customer service aptitude and attitude. Excellent verbal and written communication skills. Strong organizational skills. Solid leadership skills to ensure technician compliance with direction and assignments. Basic understanding of geographical area and mapping programs to facilitate efficient routing. Excellent phone etiquette. Ability to build strong internal and external relationships to enhance a culture of departmental teamwork.