HVAC Service Coordinator Omaha

About the role

The Service Coordinator completes intake of customer information and coordinates internally to ensure proper work execution. They correspond with technicians in real-time to complete the close-out process and help maintain the quality of services to our customers.

Responsibilities

• Answer phone calls for customer service requests; provide customers with the appropriate timing for when the technician will arrive onsite
• Reference client service history for new work orders to ensure proper authorization, credit limits/payment information/COD status, and identify any possible discrepancies
• Work within customer portals to provide quotes and perform follow-up calls with customers
• Create, open, assign, and/or close work order requests
• Provide real-time updates via notes in each work order description and various client portals
• Review technician descriptions on completed work orders for overall literacy, grammar, and spelling; perform visit reviews
• Correspond with technicians to ensure proper close-out of service calls prior to being dispatched to the next call
• Utilize GPS tracking software to run truck reports, cross-reference ticket times, and provide system-generated reports when required
• Dispatch technicians to calls in line with their department and abilities
• Maintain service department filing
• Provide updates on parts ETA
• Billing for customer service calls
• Own and maintain service job life cycle within utilized software

Requirements

• 3 years of customer service experience in a sales/office/corporate setting
• High School diploma or GED
• Construction/Mechanical/Service industry experience
• Ability to work as a team player
• Ability to multitask in a fast-paced environment
• Verbal & written communication skills
• Attention to detail and organization
• Proficiency in Microsoft Word, Excel, & Outlook