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Service Coordination Specialist
2 months ago
Gentry Heating is a reputable heating and air conditioning service provider dedicated to serving the community of Western North Carolina. Since 1963, we have been committed to delivering exceptional service and reliability at competitive rates. Our team of skilled contractors and technicians embodies integrity, respect, and a commitment to customer satisfaction. We actively engage in community initiatives to support those in need, including international projects aimed at providing housing for underprivileged families.
Position Summary: The Service Dispatcher plays a crucial role in managing the daily schedules of Service and Maintenance Technicians. Responsibilities include answering incoming calls, performing customer follow-ups, scheduling service appointments, and maintaining the on-call roster for technicians. Clear communication with department managers, technicians, and customers is essential to keep everyone informed about service schedules and lead times. Additionally, the dispatcher will assist the accounting team with billing inquiries and prepare timecards for payroll processing.
Work Schedule: Standard hours are Monday through Friday, from 8:00 AM to 5:00 PM, with the possibility of overtime as required.
Compensation and Benefits: We offer a competitive salary package that includes medical, dental, and vision insurance, along with 15 paid vacation days and 9 paid holidays. Our 401K plan includes a company match to support your future.
Qualifications:
- Minimum of 2 years of dispatching experience.
- High school diploma or equivalent is required.
- Successful completion of drug and background checks.
- Experience in the HVAC industry is preferred.
- Excellent verbal and written communication skills in English.
- Proficiency in Microsoft Office applications, including Word, Excel, and Outlook.
- Familiarity with dispatching software is a plus.
- Strong organizational skills and the ability to manage multiple tasks effectively.
- Exceptional customer service abilities.
- Ability to thrive in a fast-paced work environment.
- Strong organizational skills and attention to detail.
- Familiarity with the geographical area or map reading skills.
Key Responsibilities:
- Understand and communicate the company's mission, vision, and core values.
- Manage and optimize the daily schedules of service technicians.
- Exhibit decisiveness and problem-solving skills by effectively communicating with relevant parties.
- Coordinate follow-up visits with customers when necessary parts arrive.
- Maintain the on-call schedule for service technicians.
- Update and manage the customer database with accurate information.
- Oversee maintenance agreements, including scheduling and ordering necessary materials.
- Follow up on pending work and recommendations with customers.
- Manage warranties for parts and communicate repair quotes to customers.
- Assist the Customer Service Team with incoming calls and issue resolution.
- Build and maintain strong relationships with technicians and customers.
- Prepare and communicate repair quotes and pricing effectively.
