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Service Operations Coordinator
2 months ago
Gentry Heating, a reputable heating and air conditioning service provider, has been dedicated to delivering exceptional service to clients in Western North Carolina since 1963. Our commitment to quality and reliability sets us apart, and we pride ourselves on our integrity and respect for our customers. We actively engage in community initiatives, contributing to various local programs aimed at assisting those in need.
Position Summary: The Service Operations Coordinator is responsible for managing the daily schedules of Service and Maintenance Technicians, ensuring efficient dispatching. This role involves handling incoming customer inquiries, scheduling follow-up visits, and maintaining the on-call roster for technicians. Clear communication with management, technicians, and customers is essential, along with assisting the accounting team with billing processes.
Work Schedule: Standard hours are Monday through Friday, 8:00 AM to 5:00 PM, with potential overtime as required.
Compensation and Benefits: We offer a competitive salary package that includes medical, dental, and vision coverage, along with 15 paid vacation days and 9 paid holidays. Additionally, we provide a 401K plan with company matching.
Qualifications:
- Minimum of 2 years of dispatching experience.
- High school diploma or equivalent required.
- Successful completion of drug and background checks.
- Experience in HVAC or a related field is preferred.
- Excellent verbal and written communication skills in English.
- Proficient in Microsoft Office Suite, including Word, Excel, and Outlook.
- Familiarity with dispatching software is a plus.
- Strong organizational skills with the ability to prioritize tasks effectively.
- Exceptional customer service abilities.
- Capability to thrive in a fast-paced work environment.
- Strong organizational skills and attention to detail.
- Knowledge of the service area or proficient map reading skills.
Key Responsibilities:
- Understand and articulate the company’s mission, vision, and core values.
- Manage and optimize the daily schedules of service technicians.
- Demonstrate decisiveness in problem-solving and communication with relevant parties.
- Coordinate follow-up visits with customers as needed.
- Maintain the on-call schedule for service technicians.
- Keep the customer database updated with accurate information.
- Oversee maintenance agreements, including scheduling and ordering necessary materials.
- Follow up on pending work recommendations with customers.
- Manage warranties for parts effectively.
- Collaborate with technicians to identify and order required parts.
- Communicate repair quotes to customers clearly.
- Exhibit strong multitasking skills and prioritize urgent calls appropriately.
- Assist the Customer Service Team with incoming calls and issue resolution.
- Build and maintain relationships with technicians and customers to foster trust and value.
- Prepare and communicate repair quotes and pricing to customers.
