Service Coordinator / Dispatcher

CUSTOM AIR
Residential Service Coordinator / Dispatcher

This position is responsible for communicating with the customer to ensure customer is informed of scheduled appointments, to respond to inquiries, and to help to resolve issues and problems. Efficiently plans and routes the most-appropriate technicians in accordance with established guidelines and company procedures. Work is performed in accordance with established processes and procedures in a fast-paced, constantly changing environment under the general direction of the Residential Service Manager and Service Office Manager.

QUALIFICATIONS:

• Minimum High School diploma.
• Bachelor’s degree preferred.
• Customer Service Experience.

ESSENTIAL DUTIES & RESPONSIBILITIES:

• Answer incoming calls in a professional manner and provide information to the callers. Take messages and transfer calls.
• Enter service calls into our SamPro Database and ensure client information is properly maintained, updated and accurate.
• Create dispatch tickets for service calls
• Responsible for calling customers to remind them of the upcoming scheduled appointment, to keep the customer informed on any changes in technician/installer arrival time, and to schedule service/maintenance calls.
• Efficiently and effectively plans and routes technicians to service calls based on technician availability and skill sets, customer equipment and needs, geographical location, and latest information in the system and on the dispatch board.
• Timely schedule preventative maintenance’s
• Reviews customer history and related information in the system(s) to note balances due, service call history, and related information in order to communicate appropriate information to the customer and to the technicians and installers.
• Ensures continuity in all critical client touch points between client and Custom Air.
• Set up and manage electronic filing systems
• Operate office equipment (phones, copiers, fax machines, etc.)
• Maintain scheduling and Outlook calendars
• Complete forms in accordance with company procedures.
• Monitors and reviews service calls and PM activity (daily, weekly, monthly)
• Activity
• Follow through
• Proposal recommendations
• Recommended repairs
• Escalations
• Issues Purchase orders and organize technicians parts for pick up or staging.
• Coordinates all EFM tools (electronic facility management)
• SAMPro
• Client web-based systems (tracking, updates, submissions etc.
• Represents the company professionally, honestly, and ethically in all business matters and concerns.
• Other duties as assigned

REQUIRED POSITION KNOWLEDGE, SKILLS AND ABILITIES:

· Clerical — Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records, and other office procedures and terminology.

· Administration and Management — Knowledge of business and management principles involved in strategic planning, resource allocation, human resources modeling, leadership technique, production methods, and coordination of people and resources.

· Economics and Accounting — Knowledge of economic and accounting principles and practices, the financial markets, banking and the analysis and reporting of financial data.

· Oral Comprehension — The ability to listen to and understand information and ideas presented through spoken words and sentences.

· Written Expression — The ability to communicate information and ideas in writing so others will understand.

· Written Comprehension — The ability to read and understand information and ideas presented in writing.

· Complex Problem Solving — Identifying complex problems and reviewing related information to develop and evaluate options and implement solutions.

· Critical Thinking — Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.

DESIRED COMPUTER/SOFTWARE KNOWLEDGE:

· Microsoft Word (Beginner)

· Microsoft Excel (Beginner)

· Microsoft Outlook

PHYSICAL ACTIVITIES AND ENVIRONMENT:

The following physical activities described are representation of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions and expectations.

While performing the functions of this job, the employee is continuously required to talk or hear; frequently required to sit; and occasionally required to stand, walk, use hands to finger, handle or feel, reach with hands or arms. The employee must occasionally lift and/or move up to 25 pounds. The noise level in the work environment is usually moderate.

THE AIR FORCE ONE / CUSTOM AIR ASSOCIATE:

Without exception, every associate at Custom Air will have Integrity, Humility, be Intelligent and Hungry.

· Integrity means being honest in every interaction and working tirelessly to keep our promises.

· Humility is the opposite of arrogance. It is the badge of self-confidence and empathy for others.

· Intelligence is both emotional and intellectual. Our associates are excellent communicators, critical thinkers, display mental curiosity and a commitment to lifelong learning.

· Hunger is in the heart of champions. It is the will to win, the passion to overcome obstacles and the ability to savor success.

Additionally, Custom Air associates believe in and celebrate AFO’s Founding Principles of Personal Ownership, One Team, and Serving Others. Associates should demonstrate Professionalism and Quality Performance in their behavior at all times with fellow associates, customers, vendors, and the general public.

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