Service Coordinator

4 weeks ago

Lancaster, United States Lancaster Plumbing Heating Cooling & Electrical Full time
Service Coordinator (Dispatcher) Position Overview:

We seek a highly organized and customer-focused Service Coordinator (Dispatcher) to join our team. The Service Coordinator plays a critical role in ensuring the efficient operation of our service department by overseeing and coordinating all service calls and dispatching technicians appropriately. The ideal candidate must possess excellent communication skills, multi-task, and remain calm and composed in high-pressure situations. The Service Coordinator will work closely with technicians, customers, and all service departments to provide exceptional service and maintain customer satisfaction.

Duties and Responsibilities:

1. Receive incoming service requests via phone, email, or service management system and gather all necessary information to create jobs.
2. Prioritize and schedule service calls based on urgency, technician skill and availability, and customer requirements.
3. Dispatch technicians to service locations and provide them with all relevant details, ensuring prompt and efficient resolution of service requests.
4. Monitor and track the progress of service calls, updating customers and technicians regularly.
5. Coordinate with customers to confirm appointment times and ensure availability.
6. Maintain accurate and detailed records of all service requests, work performed, and customer communications.
7. Keep customers informed of the status of their service, including any delays or changes to schedule.
8. Address customer inquiries and concerns professionally and promptly, ensuring complete customer satisfaction.
9. Collaborate with other internal departments to ensure efficient workflow and timely completion of service requests.
10. Assist in creating purchase orders for jobs.

Qualifications and Requirements:

1. High school diploma or equivalent; additional education or training in customer service or related field is a plus.
2. Proven experience in a dispatcher or service coordinator role is preferred.
3. Excellent verbal and written communication skills.
4. Exceptional multitasking abilities and strong organizational skills.
5. Ability to remain calm and composed under pressure or in high-stress situations.
6. Strong problem-solving abilities and a keen attention to detail.
7. Proficient in using service management software, GPS systems, and Microsoft Office Suite.
8. Prioritization and time management skills.
9. Strong customer service orientation and ability to build and maintain positive relationships with customers and technicians.
10. Ability to work both independently and as part of a team.
11. Availability to work an on-call rotation shift on weeknights and weekends.

What we offer
  1. Hybrid work schedule / 3 days remote / 2 days office
  2. Great benefits Starts the 1st of the month, including medical insurance - health, dental, vision, life insurance, short-term and long-term disability
  3. Paid vacation within 3 months of the start date
  4. New technology, including integrated software, Service Titan, and DialPad
  5. 401k Plan with a company match
  6. Life insurance paid by the company
  7. A fast-paced, supportive, exciting, and upbeat team atmosphere
  8. Regularly scheduled company events

Equal Opportunity Employer

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