Customer Success Coordinator/ Commercial Parts Sales

3 weeks ago

Fairfield, United States Jay Hill Repairs Full time

**Company Overview**: We are the premier provider of commercial kitchen equipment servicing solutions. We are seeking a dedicated, organized and forward thinking Service Coordinator / Dispatcher to join our dynamic team. Exceeding customer expectations through superior customer service at every interaction.

**Position Overview**: The Customer Success Coordinator / Commercial Parts Sales - plays a crucial role in optimizing the efficiency of our service delivery and the overall customer experience. The qualified individual will be responsible for coordinating a team of service technicians' schedules, ensuring timely service delivery, maintaining clear communication with clients, and ensuring meticulous documentation. You are a problem solver and a "people person" who values long-term relationships.

**Key Responsibilities**:

- **Customer Service**:Achieve consistently high customer satisfaction ratings. Ensure satisfaction through consistent follow up and timely resolution of customer issues. Collaborate with team members to continuously improve customer experience. Maintain a high level of product/service knowledge. Challenge the status quo
- **Schedule Management**: Coordinate and manage the schedules of field service technicians to ensure optimal routing and workload distribution.
- **Dispatch Services**: Efficiently dispatch technicians to service locations, taking into consideration urgency, skill set, and location.
- **Data Entry**: Collect, update, organize and input large information accurately and according to guidelines and protocols. Look for ways to streamline data entry processes. Seek to automate the ordinary, to focus on the extraordinary.
- **Client Communication**: Serve as the primary point of contact for clients, providing updates on service appointments, technician arrival times, and resolution progress. Own the customer experience. Platinum Rule
- **Resource Allocation**: Allocate necessary equipment, tools, and materials to service technicians to ensure they are well-equipped for their assignments.
- **Problem Resolution**: Act as a liaison between clients and technicians, addressing any service-related issues, delays, or additional needs promptly.
- **Data Tracking**: Maintain accurate records of service appointments, technician performance, and service completion to support reporting and analysis.
- **Quality Assurance**: Monitor service delivery to ensure it meets quality standards and that technicians adhere to safety protocols.
- **Inventory Control**: Assist in managing inventory of service parts and equipment, collaborating with the Inventory Manager.
- **Performance Metrics**: Monitor key performance indicators (KPIs) related to service efficiency, customer satisfaction, and technician productivity.
- **Parts Quoting**:Provide timely and accurate quotes received from field technicians. Follow up on quotes to achieve sales goals.
- **Continuous Improvement**: Identify opportunities for process improvement and contribute to enhancing overall service operations.

**Qualifications**:

- High school diploma or equivalent; College degree a plus.
- Proven experience in a coordination and/or dispatch role, in a service-based industry.
- Strong organizational and time management skills to handle multiple service appointments and requests simultaneously.
- Demonstrated experience thriving in a matrixed organization.
- Excellent communication skills, both written and verbal, for effective client and technician interaction.
- Detail-oriented mindset and ability to maintain accurate records.
- Proficiency using scheduling software, service management tools, and highly proficient with Microsoft Office Suite.
- Ability to work in a fast-paced environment, adapting to changing priorities. Customers rarely plan to have their equipment fail, be there for them when it does.
- Understanding of safety protocols and procedures in a field service context is a plus.

**Benefits**:

- 401(k)
- Dental Insurance
- Health Insurance
- Life Insurance
- Paid Time Off
- Vision Insurance

Pay: From $24.25 per hour

Expected hours: 40 - 50 per week

**Benefits**:

- 401(k)
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Vision insurance

Schedule:

- 8 hour shift
- Monday to Friday

Work Location: In person

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