At Haynes Mechanical Systems, we have spent over 56 years building a company that we can be proud of - a company that focuses on working together with our customers to provide solutions to their heating, ventilation, and air conditioning needs.
We are a fast-growing commercial HVAC, building automation, and energy services company. Our culture exemplifies achieving excellence in everything we do. We are collaborative and work towards the best result for our customers. Our culture is based on four ideals: family-owned, focus on our associates, dedication to our customers, and continuous improvement.
With locations in Denver, Fort Collins, Colorado Springs, and Phoenix we have many opportunities available. Standard work days are M-F.
COMPETITIVE BENEFITS PACKAGE:
POSITION SUMMARY:
This position is responsible for dispatching field service technicians to customer sites and coordinating workflow in an efficient and timely manner.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
To perform this job successfully, an individual must:
•Act as the primary point of contact for customers seeking service via phone and email
•Support or enhance the image and brand of Haynes during interactions with clients, whether on the phone, in person, or via email
•Graciously engage with customers who are experiencing service issues, act empathetically, and assure them that Haynes can address their needs
•Efficiently schedule technicians to customer sites based on job requirements, technical aptitude of the technician, proximity of the technicians to the client, and guidance from Service Supervisor
•Accurately create work orders in dispatch software, assign it to the appropriate technician, and publish a daily schedule of all technician assignments by 4 pm the previous work day
•Ensure each technician checks out with dispatch daily (before completing their day) to receive updates, update the schedule as necessary, and communicate with Service Supervisors and customers as needed
•Monitor technician progress onsite, discuss with technician if additional time or work is needed, and ensure Service Supervisor is aware
•Confirm work orders are completed properly by the technicians, including job notes and tasking, as appropriate; follow up with technician if corrections are needed
•Manage workflow for billable service calls (T&M work), including: assisting with materials procurement, receiving materials in the office, scheduling, and validating complete paperwork
•Actively participate in internal meetings to enhance customer experience such as weekly PAR meetings, manpower meetings, CARE reviews, etc.
•Provide reports to Contract Admin/Dispatcher Supervisor and Service Supervisor as requested, including service reports, open T&M, etc.
•Review PM backlog weekly to ensure work orders are entered and coded correctly, notes are up to date, completed calls are marked appropriately and a resolution code is populated in the work order
•Update dispatch notes in the system to reflect any issues, client requests, or unique aspects of the contract
•Inform Contract Admin/Dispatcher Supervisors and Service Supervisors of work progress and any issues affecting operations, including customer feedback, technician performance concerns, weather, etc.
COMPETENCIES:
To perform the job successfully, an individual should demonstrate the following competencies to perform the essential functions of this position:
•Organization – prioritizes well, easily accesses information, and keeps detailed notes
•Time management – plans work activities, uses time effectively, and able to move quickly from one activity to the next
•Initiative – anticipates and plans for unexpected situations, both positive and negative, and is ready to put plans in action
•Team Mindset – balances team and individual needs, exhibits objectivity and openness to others' views, contributes to building positive team interactions, and puts success of team above own interests
•Motivated/Sense of Mission – possess personal goals, driven to take action and complete tasks assigned to them, reflects Haynes’ vision and core values, and demonstrates passion in their role
•Emotional intelligence/Communication – works collaboratively with internal and external customers, displays a pleasant and helpful demeanor, and communicates with excellence
•Dependability – follows instructions, responds to management direction, takes responsibility for own actions, keeps commitments, and completes tasks on time or notifies appropriate person with an alternate plan.
REQUIREMENTS:
•3+ years of Customer Service experience, strong communication skills
•Ability to multi-task and work well under pressure
•Previous dispatching experience in a seasonal or service industry preferred
•Expert with MS Office Suite (Word, Excel, PPT, Outlook)
PHYSICAL DEMANDS AND WORK ENVIRONMENT:
The physical demands and work environment characteristics described here are representative of those that must be met by an associate to successfully perform the essential functions of this job.
Must be able to stand, walk, sit for varying lengths of time; must be able with or without reasonable accommodation to operate basic office equipment including telephone, computer keyboard, copier/fax machine; able to hear, speak and communicate clearly; able to read and comprehend written and electronic material. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus. While performing the duties of this job, the associate is exposed to minimal noise levels
COMPENSATION: $28/hr to $32hr