Service Dispatcher/Csr

JOB TITLE: Service Coordinator/CSR
FLSA CLASSIFICATION: Non-exempt
EMPLOYMENT STATUS: Regular, Full-time
WORK HOURS: 40 hours per week from 7:30 am to 4:00 pm, 8:00 to 4:30 pm or 8:30am to 5:00pm, Monday through Friday. Days and schedules may vary including some evenings and weekends. NO ON CALL OR WEEKENDS!
REPORTS TO: Office Manager
REVISION DATE: January 2022

SUMMARY

The IMS Heating & Air Service Coordinator gives support to the Service Department as needed using a variety of organizational skills to provide customer service, dispatch technicians and follow up with customers. The Service Coordinator plays an essential role at IMS Heating & Air by completing a number of necessary administrative tasks in order to support the entire team.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES

• Answer incoming calls and route to appropriate person as necessary
• General office duties such as filing, copying, and answering phones
• Provide excellent customer service over the phone
• Schedule service calls and dispatch technicians; inform customers of approximate schedule time.
• Follow up with customers to ensure satisfaction
• Communicate with Service Manager regarding late calls, parts needing to be ordered, and customers needing additional assistance
• Ensure technicians are completing all tasks during their service calls; taking pictures, completing invoices, collecting payment, entering time cards, etc.
• Maintain dispatch board and reroute calls to appropriate technician
• Attach all unattached calls to customer record in service program
• Backup Service Coordinator when lead Coordinator is absent
• Update service database with each service call
• Participate in WOW customer service training

KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED

• Ability to manage and complete multiple projects in a day
• Ability to multitask and switch quickly between tasks
• Ability to perform work with a friendly demeanor and handle large call volume
• Intermediate skill in Quickbooks, Microsoft Office, Service Titan, Google business applications

KEY PERFORMANCE INDICATORS

• Accuracy of dispatch board and call routing
• Ensuring technicians have completed all job tasks for each call
• Communication skills
• Timeliness and accuracy of accounting data entry
• Filing accuracy
• Promptness of answering and addressing phone calls
• Ability to learn new tasks

SUPERVISORY RESPONSIBILITIES
This position has no supervisory responsibilities.

WORKING CONDITIONS
The Service Coordinator position requires primarily office functions. The majority of the time is spent in the IMS office.

• Ability to use a computer and look at a screen for up to 8 hours/day
• Ability to stoop, kneel, reach, and bend at the waist
• Ability to sit or stand at a desk for up to 8 hours/day

EEO STATEMENT
IMS Heating & Air provides equal opportunities to all applicants for employment without regard to race, color, religion, creed, sex, national origin, ancestry, age, status as an officer or enlisted members of the military forces, veteran status, disability, genetic information, sexual orientation, transgender status, marriage to a co-worker, or any other protected characteristic applicable under federal, state, and local laws.

AT-WILL EMPLOYMENT
All employment with IMS Heating & Air is voluntary and is subject to termination by you or IMS Heating & Air at-will, with or without cause, and with or without notice, at any time. There is no guarantee, in any manner, IMS Heating & Air will continue your employment for any set period of time.

ADDITIONAL DUTIES
Please note that this job description is not a comprehensive list of activities, duties and responsibilities that are required of this position. Duties, responsibilities and activities may change at any time with or without notice with direction from IMS Heating & Air.

Job Type: Full-time

Pay: $20.00 - $23.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Referral program
• Retirement plan
• Vision insurance

Schedule:

• 10 hour shift
• 8 hour shift
• Monday to Friday
• Overtime

Education:

• High school or equivalent (Preferred)

Experience:

• Service Dispatch: 1 year (Preferred)
• Customer service: 1 year (Preferred)

Work Location: In person