Description

Production Coordinators assist technicians in closing out jobs and making sure customers receive a 5-Star experience from start to finish. By working closely with their dispatcher(s) and Call-by-Call Manager, the Production Coordinator communicates updates on the status of pending jobs where we are waiting on parts, inspections, and verifying we collected payment on every job we complete. The Production Coordinator reports directly to the Operations Manager. 

Requirements

Essential Duties:

• Following up with customers on status of parts, inspections, or pending return job statuses daily
• Debriefing technicians, verifying we collected all appropriate information before moving the tech to their next job & completing Debrief Form in Service Titan. 
• Making sure parts or helpers are being dispatched / delivered to complete all jobs in one service visit. 
• Performing Happy Calls on every call a technician completes to ensure we provide a 5-Star, exceptional customer experience.
• Communicating to their dispatchers on technician status, so dispatcher can relay information over to pending customers. 
• Updating & processing warranty registration or add-on extended warranty options for sales. 
• Ensuring payments are collected and financing documents are uploaded and completed when a job is finished.
• Communicating to their Call-by-Call Manager when there are any $0 tickets from technicians. 
• Processing weekly payroll for their service technicians.
• Monitoring Technician performance and communicating with techs and Call-by-Call Manager on how long a job will take to complete.
• Record the results of each service call and create report summaries for senior management. 
• Be professional and establish customer rapport, encouraging repeat business. 
• Respond to customer requests, resolving issues and promoting the brand. 
• Participate in training to boost sales and ensure quick, accurate dispatch of incoming orders.
• Other Job duties as needed. 

KPI Responsibilities:

• $0 AR balance on all jobs for each department for residential jobs.
• Cancelation rates >10%
• Sold Hour Efficiency per Department:
  • General Service: 40%
  • Sewer (Drains): 25%
  • HVAC Service: 35%
  • Electrical Service: 40%
• 1 Trip Completion: 90%

Qualifications:

• Develop a proven track record in customer service.
• IT competent; good typist and proficient with phone systems.
• Highly organized with exceptional follow-through abilities. 
• Strong verbal and written communications. 
• Ability to build trust, diffuse conflict and hold others accountable. 
• Personality that blends well with a fast-paced, goal-driven environment. 
• Competitive individual contributor who also loves to win as a team.