Service Coordinator/Dispatcher

Job Title: Service Coordinator
Pay Scale: $16 - $25 an hour
Work Hours: 8 am to 5 pm, Monday through Friday, some weeknights and weekends as required
Primary Job Function: To coordinate and oversee the service operations of the company. This includes overseeing the daily dispatching and efficiencies of the service technicians and department. Other duties include customer relations, reviewing all billing and warranty claims, interaction with the other managers in respect to their warranty and installation needs. Responsible for making sure that all service techs are properly trained. The Service Coordinator is expected to handle all aspects of the service department and to ensure its continued profitability and growth. Coordinate with dispatchers to 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. Maintain customer database with current information. Clear and concise communications with department managers, employees and company customers, including keeping customers appraised as to company schedule and requested lead-times. Provide accounting with maintenance contract billing information.
Reports to: Owner
Required Qualifications:
Advanced customer service skills.
Ability to multi-task
Organized
Enjoys working with customers
Knowledge of industry is recommended but not required
Computer skills
High school diploma or general education degree (GED)
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 time cards to GPS Report
Check service time cards 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 database.
Other duties as assigned