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Service Operations Coordinator
2 months ago
Gentry Heating, a reputable provider of heating and air conditioning solutions, has been dedicated to serving the community of Western North Carolina since 1963. Our commitment lies in delivering exceptional, reliable service at competitive rates. Our team of skilled contractors and technicians is driven by values of integrity, respect, and customer consideration. We actively engage in community initiatives to support those in need, including international efforts to build homes for underprivileged families. If you seek a fulfilling role within a supportive team, we encourage you to explore this opportunity.
Compensation and Benefits: We offer a competitive salary package that includes three weeks of paid time off, comprehensive training, and opportunities for professional growth.
Position Summary: The Service Operations Coordinator is responsible for managing the daily schedules of Service and Maintenance Technicians and ensuring efficient dispatching. This role involves handling incoming calls, performing customer follow-ups, scheduling return visits for parts, and maintaining the on-call roster for service personnel. The Coordinator will also keep the customer database updated and communicate effectively with department managers, technicians, and clients regarding service schedules and lead times. Additionally, this position assists the accounting team with billing and prepares timecards for payroll processing.
Work Schedule: Standard working hours are Monday through Friday, from 8:00 AM to 5:00 PM, with additional hours as required.
Employee Benefits: Our benefits package includes medical, dental, and vision coverage, 15 paid vacation days, 9 paid holidays, and a 401K plan with company matching.
Qualifications:
- Minimum of 2 years of experience in dispatching.
- High school diploma or equivalent is required.
- Successful completion of drug and background screenings.
- Experience in the HVAC or related field 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 advantageous.
- Strong organizational skills with the ability to prioritize tasks and manage multiple responsibilities.
- Exceptional customer service abilities.
- Capability to thrive in a fast-paced work environment.
- Detail-oriented and organized.
- Familiarity with the geographical area or map reading skills.
Key Responsibilities:
- Understand and articulate the company's mission, vision, and core values.
- Manage the daily schedules of service technicians and efficiently dispatch them to job sites.
- Demonstrate decisiveness in addressing issues and communicating effectively with relevant parties.
- Coordinate return visits with customers for parts delivery.
- 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 and recommended work with clients.
- Manage warranties for parts.
- Collaborate with technicians to identify required parts for job completion and manage ordering processes.
- Communicate repair service estimates to customers.
- Exhibit strong multitasking abilities and prioritize calls based on urgency.
- Assist the Customer Service Team with incoming calls and resolve customer inquiries as needed.
- Build and maintain relationships with technicians and customers to foster trust and enhance service delivery.
- Prepare repair quotes and communicate pricing to clients.
