Job Description

AMBER HEATING AND AIR CONDITIONING / AMC INC. with over 55 years of experience, we are an industry leader in heating, AC, and air quality, providing excellent service to our residential and commercial customers in Chicagoland and Northwest Indiana.

We are currently looking for a dynamic HVAC SERVICE COORDINATOR / DISPATCHER to join our team, someone with passion for serving customers, stellar communications skills, and proven ability to multi-task in high-volume environments. This position is the initial contact to our clients, customers, technicians and office staff, and plays a vital role through providing administrative support.

JOB TITLE: Service Coordinator / Dispatcher

WORK HOURS: 7:30 am to 4:30 pm, Monday through Friday, with some overtime

PAY SCALE: $18.00 - $22.00 HR/Depending on Experience

BENEFITS:Medical, dental, vision, SEPP for retirement, Vacation, and Flex days

PRIMARY JOB FUNCTION:Maintain the Service Technicians daily schedules and dispatch the technicians as service calls are completed. Schedule return trips with customers when parts are in. Maintain the on-call schedule for service technicians with the answering service. Maintain customer database with current information. Clear and concise communications with department managers, employees and company customers. The Service Coordinator will act as a liaison between customer and the company, making sure that customer needs are met. Creating a customer to client atmosphere in all interaction with prospective and existing internal and external clients.

REQUIRED QUALIFICATIONS:

• High school Diploma or equivalent
• Pass background check and drug screen
• Dispatching experience HVAC, plumbing, electrical, construction or similar industry experience desired
• Schedule coordinating experience
• Advanced customer service skills
• The ability to flawlessly juggle multiple priorities in a fast paced environment
• The ability to cultivate and maintain strong relationships with clients and technicians
• CRM data base experience
• The abilty to type 40 + WPM with accuracy
• Strong organizational skills and high attention to detail
• Geographical knowledge of service area or map reading skills
• Knowledge of industry is recommended but not required
• Advanced Computer skills
• Two years related experience and/or training in customer service, dispatching or project management or equivalent combination of education and experience

DAILY DUTIES:

• Take incoming customer calls
• Schedule and coordinate all service calls as calls are received
• Create dispatch ticket for all service calls
• Dispatch Service Technicians, one call at a time
• Dispatch Service Technicians from home to first call
• Debrief Service Technicians after completion of each call
• Respond to all messages left overnight
• Maintain the dispatch board / schedule
• Forecast workload for 2 3 days out
• Contact customers with a "Parts Pending" status as parts are received for scheduling
• Follow up on all pending and recommended work with customer utilizing the pending work log
• Maintain the maintenance agreements, including billing, scheduling, and staging of materials, database information, customer hard files and renewals
• Help Service Manager with marketing issues as directed
• Order parts for special orders
• Forward list of parts used by technicians to warehouse for truck restock
• Update customer files as information is received from installation. (Extended warranties, equipment info, new customers, Birthday tickler file, etc.)
• Type service contract proposals for new customers
• Maintain on call schedule, to include 1st on call and standby technician
• Maintain customer history files in database
• File service orders
• Prepare paperwork for all manufacture warranty parts
• Facilitate return of warranty parts
• Update service database from service ticket
• Maintain service invoice log
• Compare service timecards and work orders to service schedule
• Compare timecards to GPS Report
• Check service timecards for accuracy
• Pull checks and charge slips and compare to invoices
• Forward checks and payments to accounting
• Happy calls / customer surveys
• Calculate reporting information and enter into 8 For 10 databases
• Other duties as assigned