Service Coordinator (Dispatcher)

About the role

EMCOR Services Aircond seeks a Service Coordinator (Dispatcher) to provide customer service support to Service Technicians, District Service Managers, Service Administrators, and other administrative/functional departments. This role involves creating work orders, coordinating with necessary parties to resolve customer issues, customer follow-up, quote submittals, and not-to-exceed extensions. The ability to interface across various departments at multiple levels within the organization is essential. This is an onsite role Monday–Friday at our office in Smyrna, Georgia.

Responsibilities

• Dispatch Technicians to service calls for assigned accounts
• Create call slips in COINS, if applicable
• Handle inbound and outbound calls
• Create and dispatch work order requests to technicians
• Respond to email inquiries in a timely manner
• Interact with internal and external customers via phone and in person
• Serve as primary contact between the customer and the service department (District Service Managers, Technicians, Account Managers, and Service Billing Administrators)
• Continuously monitor and maintain the Call Management System (scheduling board) throughout the day, routinely checking all open calls and dispatching accordingly
• Work as a liaison between Aircond's branch offices, Subcontractors, and Special Account Customers
• Establish rapport with all parties to proficiently service the customer while protecting the interests of the branches
• Spearhead all special initiatives requested by specific customers
• Help maintain websites as needed and required by the customer
• Ensure proper protocol is followed on every call including Multi-Site Accounts IVR processes, customer on-site scheduling, check-in procedures and contacts, and closing out work orders with customers
• Regularly check and maintain the Service dispatch email box and appropriately file emails once addressed
• Assist others assigned ownership of a specific account or set actions on an account as needed
• Schedule Preventative Maintenance (PM) calls and track completion for assigned accounts
• Coordinate overall account activities with customers, DSM's, vendors, and technicians
• Take ownership and follow customer-specific policies and procedures for numerous clients
• Escalate and track high priority work orders according to customer account and site requirements
• Coordinate and prioritize scheduling of work with customers, technicians, DSM's, and other jobs/projects to maximize customer satisfaction, taking into account customer urgency, parts/materials availability, and available manpower
• Accurately review current day work progress and next day scheduled field visits; send updates to customers, DSM's, and Technicians
• Check in with technicians via phone and email; provide hourly/daily updates regarding service call type, location, and scope of work
• Follow and update status and scheduled completion date for each open and incomplete service order (work in progress report); requires routine and ongoing coordination with DSM's and Lead Technicians
• Work with DSM and Technicians to secure pricing for repairs and supply customers with quotes
• Inform Technicians of quote approvals and update COINS as needed
• Complete quote requests within 24 hours of receiving pricing information, including requesting not-to-exceed (NTE) increases as necessary
• Collaborate with Service Administrators, DSM's, and Technicians on special initiatives required by Customers
• Assist with billing as needed
• Daily confirm and complete previous day's time from Technicians Service Visits and Time Cards to facilitate timely closing and billing of work orders
• Audit/verify labor and material cost against work orders to ensure costs are accurate and complete before invoicing
• Discuss questionable charges with technicians and if necessary the DSM (Level 1 Coordinator, Level 2 Quality Assurance)
• Weekly complete technician payroll process to ensure completeness and transition to Payroll
• Create, disperse, and manage internal reporting on an as-needed basis with guidance from Support Services Manager and/or General Manager
• Help maintain customer information in COINS as pertaining to site file, equipment, and contracts
• Perform other general administrative duties as needed

Responsibilities of the Service Coordinator are subject to change to meet the needs of the customer or Aircond as a whole.

Qualifications

• Positive mindset towards working with customers and fellow employees, meeting challenges with a win/win perspective; will go above and beyond to accomplish missions of providing professional and friendly service
• 2+ years of experience in a similar role, preferably with a Commercial HVAC company
• Strong communication skills, both verbal and written, with excellent telephone etiquette
• Ability to deliver clear, concise, and professional email communication
• Ability to work under pressure and constantly make correct decisions with limited input, and determine when to escalate issues to the Supervisor
• Ability to express confidence in providing and receiving pertinent information
• Strong problem solving skills, ability to think critically under pressure
• Strong customer service skills and ability to handle high call volume in a fast-paced setting
• Ability to understand and accurately communicate customer's needs
• Proficiency with MS Excel and Word, as well as enterprise-wide email systems such as Lotus Notes or Microsoft Outlook
• Associate's degree and a minimum of more than two years of relevant Coordination experience in an HVAC, Service and Repair, or Facility Maintenance environment preferred. Candidates with a high school diploma or GED and five years of experience in a similar environment supporting external and internal customers, vendors, and/or clients in multiple locations will be considered
• Ability to read, interpret, and analyze routine business communications and compose standard business correspondence
• Ability to present information, data, facts, and figures across all organizational levels
• Ability to define problems, collect data, establish facts, and draw valid conclusions
• Ability to perform simple mathematical functions such as addition, subtraction, multiplication, division, averages, and percentages

Physical demands

• Frequently required to sit and use hands to operate computer keyboard and telephone
• Occasionally required to stand, walk, and reach with hands and arms
• Must occasionally lift and/or move up to 25 pounds
• Specific vision abilities required include close vision and ability to adjust focus

Work environment

• Typical office environment
• Noise level is usually moderate