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Service Coordinator

3 months ago

Jacksonville, United States Bob's Backflow & Plumbing Services Full time

The **Service Coordinator** is responsible for supporting the Backflow Technicians by maintaining accurate data in the appropriate systems, communicating with the customer regarding scheduled calls and follow-up visits. Works closely and cooperatively with center staff. Communicates with the customer to ensure customer is informed of scheduled appointments, to respond to inquiries, and to help to resolve issues and problems. Efficiently plans and routes the most-appropriate technicians and. Work is performed, under general direction, in accordance with established processes and procedures in a fast-paced, constantly changing environment.
- **Duties & Responsibilities**_
- Effectively and courteously communicates with customer in order to schedule service / maintenance / sales leads while gathering information on the customer’s current systems and needs as well as ensuring that the decision maker is present at the time of the call
- Responsible for calling customers to remind them of the upcoming scheduled appointment, to keep the customer informed on any changes in technician/installer arrival time, and to schedule service/maintenance calls
- Efficiently and effectively plans and routes technicians to service calls based on technician availability and skill sets, customer equipment and needs, geographical location, and latest information on the Dispatch Board.
- Ensures the capacity planner is maintained and proactively fills appointment gaps due to customer cancellations/rescheduling in order to maximize capacity planning
- Ensures Dispatch Board are updated as required.
- Promptly responds to service technicians’ requests.
- Represents the company professionally, honestly, and ethically in all business matters and concerns.
- Contacts next customers to confirm appointments and page calls to the assigned technicians
- Identifies issues/problems/concerns regarding technician and support center productivity based on continual communication and working with technicians. Informs Leadership of any issues, problems, concerns requiring their attention and action.
- Receives customer lead information from the technicians, marketing efforts, or from the customer.
- As needed, performs outbound calls to customers who were identified as a lead but who did not schedule a sales call-in order to attempt to schedule the sales call.
- Conduct follow-up calls and ensure any customer requests are handled appropriately and in a timely manner.
- When notified of a scheduling issue, missed appointment, or customer complaint on the sales appointment, documents the issues and communicates with appropriate co-workers or management to resolve the problem or issue. Maintains communication with the customer to ensure that the problem/issue is resolved to the customer’s satisfaction.
- As requested/required, generates reports from systems. As needed/required, tracks activities for center or region-specific contests/events and to distribute relevant information to the team.
- Performs similar/other duties as needed or assigned
- **Qualifications**_
- High school diploma or equivalent with 2 years’ experience working in customer service or other customer-facing environment. Prior experience dispatching is desirable.
- Experience or training the use of computers and related systems in an administrative office environment.
- Must be able to multi-task and work effectively in fast-paced and constantly changing work environment. Must be comfortable switching rapidly between tasks with no loss in efficiency and effectiveness.
- Excellent customer-service, communication, and interpersonal skills
- Effective communication skills to communicate with customer and to resolve customer issues, complaints, or concerns
- Ability to effectively communicate with co-workers and customers in a pleasant, business-like, and customer-focused manner. Ability to communicate with a diverse customer population.
- Ability to work effectively in both a team and an independent environment
- Ability to learn and to practice proper radio-communication techniques and to utilize pager systems
- Knowledge of, or ability to learn, local geographical areas (streets, highways, cities, and towns)
- Ability to make decisions based on established guidelines and procedures
- Effective organizational and time-management skills. Must be able to prioritize work based on service demands
- An understanding and knowledge of the TRADES Industry is an PLUS

Pay: $20.00 - $25.00 per hour

Expected hours: 40 per week

**Benefits**:

- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Flexible spending account
- Health insurance
- Life insurance
- Paid time off
- Retirement plan
- Vision insurance

Schedule:

- Monday to Friday

Application Question(s):

- How many years of dispatching experience do you have
- How many years of ServiceTitan experience do you have?

Work Location: In person