Patriot Plumbing, Heating and Cooling is thrilled to offer such an opportunity! As one of the fastest growing Contractors in the area, we are actively seeking a Service Coordinator.

What sets us apart?

At Patriot Plumbing, Heating and Cooling, you are treated like family from the first day you walk through the door. Every day here is filled with new challenges and opportunities. Our motto is “Give your home a hug” and every day we strive to do just that - not only for our customers, but our employees as well. Our goal is to create a workplace where you look forward to coming in every day. Our company culture and values are something we take very seriously, and we are all committed to preserving them. It is important that all our team members feel valued and that they are truly respected and appreciated.

Reports To: Business Leader, VP, General Manager, or Operations Manager

General Description

Responsible for supporting the Technicians, Installers and Sales Advisors by maintaining accurate data in the appropriate systems, communicating with the customer regarding scheduled calls and follow-up visits. Works closely and cooperatively with center staff. Communicates 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 and. Work is performed, under general direction, in accordance with established processes and procedures in a fast-paced, constantly changing environment.

Duties & Responsibilities

• Effectively and courteously communicates with customer in order to schedule service / maintenance / sales leads while gathering information on the customer’s current systems and needs as well as ensuring that the decision maker is present at the time of the call
• 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 on the Dispatch Board. When applicable, schedules Sales Advisors to meet with a technician at the customer’s home whose equipment is older for upgrade opportunity.
• Ensures the capacity planner is maintained and proactively fills appointment gaps due to customer cancellations/rescheduling in order to maximize capacity planning
• Ensures Dispatch Board are updated as required
• Promptly responds to service technicians’ requests
• Represents the company professionally, honestly, and ethically in all business matters and concerns
• Contacts next customers to confirm appointments and page calls to the assigned technicians
• Identifies issues/problems/concerns regarding technician and support center productivity based on continual communication and working with technicians. Informs Leadership of any issues, problems, concerns requiring their attention and action.
• Receives customer lead information from the technicians, marketing efforts, or from the customer. 
• As needed, performs outbound calls to customers who were identified as a lead but who did not schedule a sales call-in order to attempt to schedule the sales call.
• After installation, calls customer to schedule/confirm the Residential Sales Consultant follow-up referral visit. After the follow-up visit by the Residential Sales Consultant, calls customer to obtain feedback on the follow-up call and to ensure any customer requests are handled appropriately and in a timely manner.
• Debriefs all Technicians, Sales Advisors and updates Jon info accordingly. 
• When notified of a scheduling issue, missed appointment, or customer complaint on the sales appointment, documents the issues and communicates with appropriate co-workers or management to resolve the problem or issue. Maintains communication with the customer to ensure that the problem/issue is resolved to the customer’s satisfaction.
• Keeps Leadership abreast of issues, problems, and other pertinent information 
• As requested/required, generates reports from systems. As needed/required, tracks activities for center or region-specific contests/events and to distribute relevant information to General Manager and/or operations/office manager, and others.
• Performs similar/other duties as needed or assigned

Qualifications

• High school diploma or equivalent with 2 years’ experience working in customer service or other customer-facing environment. Prior experience dispatching is desirable.
• Experience or training the use of computers and related systems in an administrative office environment. 
• Must be able to multi-task and work effectively in fast-paced and constantly changing work environment. Must be comfortable switching rapidly between tasks with no loss in efficiency and effectiveness.
• Excellent customer-service, communication, and interpersonal skills
• Effective communication skills to communicate with customer and to resolve customer issues, complaints, or concerns
• Ability to effectively communicate with co-workers and customers in a pleasant, business-like, and customer-focused manner. Ability to communicate with a diverse customer population.
• Ability to work effectively in both a team and an independent environment
• Ability to learn and to practice proper radio-communication techniques and to utilize pager systems
• Knowledge of, or ability to learn, local geographical areas (streets, highways, cities, and towns)
• Ability to make decisions based on established guidelines and procedures
• Effective organizational and time-management skills. Must be able to prioritize work based on service demands
• An understanding and knowledge of the HVAC/Plumbing/Electrical Industry is an asset