Service and Maintenance Coordinator

4 weeks ago

Orange, California, United States KDC Construction Full time
Job Summary:

The Service and Maintenance Dispatcher is responsible for the logistics of dispatching Company Technicians and local subcontractors to complete customer service calls. This role involves monitoring Technician assignments and handling all follow-ups to effectively compete for customers. The Dispatcher promotes a positive customer experience throughout each assignment.

Key Responsibilities:
  • Dispatches Company Technicians and local subcontractors to complete service calls.
  • Processes and enters incoming customer work requests.
  • Communicates with Service Managers on proposal and quote status.
  • Enters data into the customer interactive voice response ("IVR") and Work Order Status.
  • Monitors and communicates ongoing service call updates from Technicians to customers, including daily assignment follow-ups, parts on order by Company, customers, or features that need to be ordered.
  • Communicates with the Company Procurement Manager to order any parts needed to complete services and relays material needs from Technicians to Procurement Manager.
  • Coordinates on-site not to exceed ("NTE") increases.
  • Performs ongoing triage of incoming service calls (throughout the day/week) to address urgent work orders promptly.
  • Pre-calls to customer's contacts as needed to confirm the scope of work, arrival time, and updates.
  • Alerts customers throughout the day when Technicians are running behind schedule and provides any updates to the estimated time of arrivals.
  • Responsible for working safely, both for self-protection and for protecting co-workers, by supporting all Company safety efforts.
  • Other duties as assigned.

Requirements:
  • 1-year experience with related experience or equivalent.
  • High school diploma or equivalent.
  • Knowledge and experience in the commercial maintenance industry.
  • Able to deliver a positive experience to the customer.
  • Strong written, verbal, and listening communication skills.
  • Able to communicate changes, progress, and listen carefully for clarification.
  • Demonstrates strong attention to detail.
  • Able to deal with frequent change, delays, or unexpected events.
  • Self-motivated, works independently, and monitors own work to ensure quality.
  • Has passion, energy, persistence, positive attitude, and enthusiasm.
  • Proficient with computers and familiar with Microsoft Software Suite.
  • Ability to learn internal company software(s) and customer facility management systems.
  • Able to identify a need, remove the barriers, and know-how to make things happen.
  • Values diversity of ideas, opinions, and people. Has good common sense and applied logic.
  • Must possess or obtain an appropriate state driver's license before employment, along with a clean driving record and reliable transportation.

About KDC Construction:
KDC Construction is a leader in the construction industry with diverse individuals dedicated to our people, customers, projects, and community. Maintaining a strong focus on building a culture that encourages our employees to grow personally and professionally. KDC offers a competitive hourly range of $20.00-$23.00, while considering the candidate's experience and a comprehensive benefits package for full-time employees: medical insurance, dental HMO and PPO insurance, vision insurance, life/AD&D insurance, Flexible Spending Accounts - Unreimbursed Medical and Dependent Care, 401(k) retirement plan, vacation and Sick Time, and Holidays.

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