What are the responsibilities and job description for the Dispatcher/Customer Service Coordinator position at Keyes North Atlantic?
Position Overview: We are seeking a dynamic and proactive Dispatcher/Customer Service Coordinator to join our team. We are looking for a Dispatcher/Customer Service Coordinator to provide exceptional customer service and administrative support to our HVAC Service Department.
The Dispatcher/Customer Service Coordinator will be responsible for dispatching, scheduling, and following up with both technicians and customers to ensure a seamless and positive experience.
This role requires excellent communication skills, forward-thinking abilities, and a self-starter attitude. Quick learning abilities, and a proactive approach to understanding service call types and prioritizing important customers are key to success in this role.
If you are a motivated and customer-focused individual looking to make a difference in the HVAC service department with an industry leader, we encourage you to apply for this exciting opportunity!
Key Responsibilities:
Customer Service & Dispatch (50%)
- Handling Customer Calls and Incoming Communication: Take incoming calls from customers, especially those requiring urgent attention, and provide timely and effective solutions.
- Customer Outgoing Interaction: Initiate and maintain outgoing and interactive communications (written and verbal) with customers to keep them informed of how the company is responding to their needs.
- Customer Prioritization: Identify and prioritize important customers to ensure their needs are met promptly and effectively.
- Service Call Assessment: Quickly learn and understand the types of service calls that can be dispatched to specific technicians based on their expertise and availability.
- Visit Planning: Create service visit for customer service requests, including scheduling field work, conducting needed research, and ensuring parts are ordered to maximize customer satisfaction
- Communication: Maintain clear, professional, and effective communication with customers, technicians, and internal teams.
- Problem-Solving: Proactively identify potential issues and implement solutions to enhance customer satisfaction and operational efficiency.
- Documentation: Accurately record and update customer information, interactions, service details, and follow-up actions in the company's CRM system.
- Dispatching Technicians: Efficiently schedule and coordinate the dispatch of field technicians to customer locations, ensuring prompt and accurate service calls.
- Schedule Management: Schedule, manage, adapt, and communicate changes in the daily schedule to customers and technicians to ensure successful conclusions to all service calls.
- Field Monitoring: Monitor technicians in the field to ensure work is proceeding according to customer expectations.
Service Visit Review & Billing Support (35%)
- Review and Documentation: Conduct daily job reviews of field technician paperwork to support accurate and timely billing and payroll, addressing or highlighting issues with field technicians or supervisors.
- Collaborate with the accounting team to address invoice questions, discrepancies, and necessary adjustments.
Administrative & Office Support (15%)
- Promote and schedule Maintenance Visits: Evaluate past customer history to accurately determine the time and personnel required for scheduling maintenance visits.
- Provide general office support to the service team, including document management and scheduling assistance.
- Ensure Data Integrity: Review daily, weekly and monthly reports to ensure customer information including assets and asset service history is accurate.
Additional role requirements:
- Contribute to Company Culture: Maintain positive, supportive relations with all staff.
- Continuous Improvement: Stay informed about industry trends and best practices to continuously improve service delivery and customer experience.
- Team Collaboration: Work collaboratively with team members to improve processes and procedures, contributing to a culture of continuous improvement.
Work Environment:
- Fast-paced and intense in an open office environment.
- Moderate noise level with occasional variations.
- Subject to continual interruptions and changing priorities.
- Effective, consistent, positive, and constant communication with customers, vendors, co-workers, and others required.
Minimum Qualifications:
- 1-2 years of experience in an administrative or customer service role, preferably in a service-based industry.
- Exceptional verbal and written communication skills.
- Strong organizational, communication, and problem-solving abilities.
- Strong customer service skills
- Ability to multitask in a fast-paced environment while maintaining attention to detail.
- Ability to work independently and as part of a team.
- Proficiency in using CRM software (Buildops) and other relevant tools.
- Quick learning abilities with a proactive approach to problem-solving.
- High level of attention to detail and accuracy.
- Strong knowledge of Microsoft Word, Excel, and Outlook.
- Ability to remain calm and collected when problem-solving.
Preferred Qualifications:
- Associate’s degree in Business Administration, Customer Service or related field
- Prior experience in a service- based industry (HVAC, mechanical systems, alarm, electrical or related fields)
Why Join Us:
- Opportunity to work in a supportive and collaborative environment.
- Competitive salary and benefits package.
- Room for growth and continuous learning and professional development.
- Be part of a company that values customer satisfaction.