Description

Are you a Service Scheduler/Dispatchersearching for new experiences? As a leading Trane® independent office, Brady brings efficient, reliable, and secure building solutions throughout central and eastern North Carolina. We take pride in all we do and in our Associates which is why we offer competitive pay and compensation, benefits, growth opportunities, and more!

This positionreceives work requests from various sources and coordinates the manpower to ensure a timely completion of the scheduled work.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

• Coordinates service resources, dispatches and assigns technicians to projects
• Interact and maintain open communication with the technicians throughout the day in order to effectively schedule manpower, complete services and meet the customer’s needs
• Ensure timely scheduling of PM Inspections to meet PM compliance requirements/goals
• Generate work orders with all accurate and necessary information; utilize all available information to properly schedule technicians; ensure accuracy of customer information in database
• Maintain customer satisfaction by investigating concerns, routing them to assigned staff and responding to special requests
• Maintain email requests in inbox, service call email box, security service email box and icon boiler email box with organization and timely responses
• Maintain Work in Progress Reports (open jobs) for each technician weekly and utilize to coordinate scheduling efforts for all outstanding requests
• Submit expense reports for assigned technicians that require reimbursement
• Communicate with other departments to complete various tasks for customers and technicians
• Interact and communicate with Area Service Managers and Field Service Supervisors
• Accountable for review of weekly payroll hours for each technician prior to payroll submission
• Strong communication skills and a proactive approach with willingness to work independently as well as part of a team
• Excellent customer service skills; will need to be extremely comfortable and effective on the phone
• Organization; with the ability to multi-task and prioritize daily interruptions
• Backup/Overflow for Scheduling and Billing Coordinator(s), if needed
• Knowledgeable with the product and services offered by Brady
• Flexibility to take on additional duties in order to meet the department goals and/or overtime, as required
• Performing other duties as assigned

TEAMWORK:

• Demonstrate and promote a spirit of cooperation and teamwork throughout the Company
• Continually look for ways to improve our processes and ability to serve our customers effectively
• Improve personal performance on a continual basis

CUSTOMER SERVICE:

• Provide responsive, professional and diplomatic customer service
• Answer customer calls and correspondence quickly and pleasantly
• Communicate with customers in a friendly, professional, and patient manner
• Perform all duties with the goal of building and maintaining long-term customer relationships
• Immediately address any customer’s concern and requests the involvement of other Company personnel as required

SAFETY:

• Follow all company safety programs and report any non-compliance to your Team Leader
• Notify Manager or Safety Manager of any unsafe conditions

SUPERVISORY RESPONSIBILITIES: None

QUALIFICATIONS: 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 required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE: High school diploma required; minimum 1 year of experience in customer service required; HVAC industry a plus.

COMPUTER SKILLS: MS Office Suite, general familiarity with computer systems, and ability to learn software applications as required.

CERTIFICATES, LICENSES, REGISTRATIONS: None.

LANGUAGE SKILLS: Ability to read and write. Required to effectively communicate with co-workers and customers. Ability to understand and translate correspondence from dictation.

MATHEMATICAL SKILLS: Must possess basic math skills. Ability to perform basic math operations using units of American money, weight measurement, volume and distance.

REASONING ABILITY: Ability to define problems, collect data, establish facts and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an individual to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the associate is regularly required to use hands to operate computer keyboard, and telephone and effectively communicate with others. The associate frequently is required to sit and reach with hands and arms. The associate is occasionally required to stand; walk; and stoop or kneel. The associate must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, depth perception and ability to adjust focus.

WORK ENVIRONMENT: The work environment characteristics described here are representative of those an associate encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This position works in a typical office environment. The noise level in the work environment is usually moderate.

OTHER REQUIREMENTS:

• Ability to pass drug screening
• Ability to prove US employment eligibility

Qualifications

SKILLS & QUALIFICATIONS:

• High school diploma required; Associate’s preferred; minimum 2 years of experience in scheduling/dispatching required; 2 years of customer service experience required; HVAC industry a plus.
• Working knowledge of MS Suite
• General familiarity with computer systems and ability to learn software applications as required
• Ability to pass drug screening
• Ability to prove US employment eligibility
• Must have reliable transportation

Brady strives to provide an environment free of discrimination as part of our mission to care for each other, our customers, and our community. We provide equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs.