Service Admin Assistant/Dispatcher

Job Summary:
Supports the HVACR and mechanical service departments and operation by coordinating technician’s schedules, managing work orders, managing customer portals and ensuring timely communication between customers, technicians, and management.

Position requires willingness to travel for training purposes to our Minneapolis location and will be a full-time hourly position for our Des Moines location.

Our Core Values:
Perseverance / Integrity / Family / Stability / Competency

Role and Responsibilities:

• Field service calls, emails and portal request from customers, create work orders for new requests, dispatch, update workflow for open work orders and closeout work orders per customers request.
• Coordinate the training, scheduling and shift coverage of dispatch personnel with customers & field technicians.
• Establish and maintain cooperative and effective working relationships within service departments.
• Maintain liaison between other departments and branches to ensure a collaborative working environment.
• Work within a team of dispatchers to prioritize tasks, efficiently utilize technician labor, and exceed customer expectations for work and communication.
• Review and analyze processes and procedures; help make effective recommendations for development (of work order flow, incoming calls, aging work orders, and ready to bill work orders).
• Note customer complaints and inquiries in a professional and timely manner, escalate to management when necessary.
• Organize and maintain hours sold & time to complete on PM (preventive maintenance agreements).
• Ability to display professionalism and a positive attitude in the workplace to promote company’s premier customer service.
• Collaborate with appropriate parties to ensure continued customer service levels are met.
• Actively engage and participate at service meetings.
• Monitor refrigerant and ensure entry into appropriate systems for assigned accounts.
• Maintain current knowledge of customer contracts.
• Assist with and support after-hours dispatch team.
• Perform other duties as assigned.

Minimum Requirements:

• Professional and courteous telephone etiquette.
• Clear and effective communication skills with both customers and internal team members.
• Strong multitasking and decision-making abilities, with the capacity to perform well in a fast-paced environment.
• Ability to exercise sound independent judgment.
• Demonstrated commitment to excellent customer service.

What's in it for You

• Health Insurance with company-match HSA
• Company-paid Dental and Life insurance
• 401k/Profit sharing
• Vacation, Holiday, and Sick Pay
• Being a valued & appreciated team member of a premier family-owned company

EEO/AA/M/F/Vets/Disabled

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