TITLE: Dispatcher/Service Coordinator PayBand: 1 PayRange: 43,000-56,000 yearly

Hours: 40/ hrs weekly Medical, Dental, Vision and 401K

GENERAL RESPONSIBILITIES: First responder to all service calls. Dispatches technicians, monitors daily workload, and helps ensure customer needs are met.

SPECIFIC RESPONSIBILITIES:

DISPATCHING –Prioritizes and schedules work assignments in conjunction with the service managers. Assigns the appropriate technician at the appropriate time, continually updating the dispatch board. Monitors time spent on calls and verifies that calls have been properly completed. Ensures work done matches approved scope of work. Schedules return visits as necessary, never sending the same technician on a third time callback.

CUSTOMER SERVICE – Develops and maintains good customer relations and provides clear communication to all external and internal customers. Notifies Service Manager of any service issues.

SERVICE AGREEMENTS - Coordinates scheduling to ensure maintenance is completed during the scheduled month. Maintains working knowledge of each agreement to meet specific customer requirements.

QUOTES & ESTIMATES - Assists in gathering information from service technicians, preparing and logging quotes, and acquiring approval from customers and sales.

BILLING - Reviews service tickets for accuracy (time, material, date, numbers) and assists billing department as needed. Reviews past due accounts with Service Manager. Makes collection calls as needed and keeps notes current.

TECHNICIAN SUPPORT - Provides necessary support functions such as issuing P.O.'s and material control forms and assigning job numbers.

VEHICLE MAINTENANCE - Coordinates scheduled vehicle maintenance, mileage, and repairs. Schedules repair work as needed.

PARTS & MATERIALS - Is familiar with equipment, parts, and their suppliers. Assists in the procurement of parts and performs necessary follow-up for timely delivery. Approves AP for purchases to work orders. Confirms warranty parts are returned to the branch.

JOB FILES - Keeps job files updated as to completion of work and time and material used. Reviews open work orders with Service Managers weekly.

REFRIGERANT RECORDS/TRACKING - Maintains a log of all new, used, and recycled refrigerants per EPA guidelines.

OTHER DUTIES – Performs other duties as assigned.