Service Coordinator
3 weeks ago
">We are seeking a highly organized and efficient Service Dispatcher to join our team at Turners Consumer Service Inc. The ideal candidate will be responsible for managing the scheduling and workflow of our service technicians, ensuring timely and effective service calls. You will be the first point of contact for customers and must have excellent communication skills, including the ability to de-escalate difficult situations.
The Service Dispatcher will also handle administrative tasks related to customer payments, service tickets, and warranties. This role requires strong organizational and multitasking abilities, as well as basic proficiency in computer programs such as Microsoft Office and scheduling software.
Main Responsibilities
- Customer Communication:
- Answer incoming phone calls and schedule service appointments efficiently.
- Manage customer expectations regarding service call timing, technician arrival, and service scope.
- Address and resolve customer concerns or complaints, ensuring customer satisfaction.
- Technician Scheduling & Management:
- Assign service calls to technicians based on their location, skill set, and the complexity of the job (e.g., compressor repairs, two-man calls).
- Monitor technician locations and availability throughout the day to optimize scheduling and minimize delays.
- Adjust schedules in real-time to accommodate emergencies, cancellations, or additional service needs.
- Service Coordination:
- Track the type of service calls to ensure proper time allocation and resources (e.g., lengthier jobs like compressor repairs vs. quicker fixes).
- Ensure that technicians have the correct information and resources for each call, including customer history and job requirements.
- Administrative Duties:
- Process completed service tickets, ensuring accuracy and proper filing of documentation.
- Handle out-of-warranty service calls and ensure that proper billing codes are used.
- Process customer payments including credit cards, checks, and cash transactions.
- Conflict Resolution:
- Handle escalated or difficult calls professionally, working to resolve issues while maintaining a calm demeanor.
- De-escalate tense situations with customers, offering solutions to resolve their concerns.
- Reporting & Recordkeeping:
- Enter completed service tickets into the company's database.
- Keep accurate records of technician hours, completed jobs, and customer payments.
- File paperwork and maintain organized records for future reference.
Requirements
A high school diploma or equivalent is required for this position.- Familiarity with basic appliance terminology or willingness to learn is essential.
- Strong attention to detail and accuracy is necessary for this role.
This is a full-time position, Monday-Friday, 8am - 5pm. We offer a competitive salary of $45,000 per year, commensurate with experience.
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