What are the responsibilities and job description for the Commercial HVAC Client Coordinator - Charlotte, NC position at Total Comfort Service Center Inc?
Job Title: Client Coordinator
Department: Operations
Reports to: Service Manager
FLSA: Hourly
COMPANY BENEFITS
401k 5% match | Health Insurance | FSA |Dental Insurance| Vision Insurance | Community Service opportunities | Travel allowance | Company Phone | Counseling services | Financial planning services | Discount on your gym membership | Marriage retreats
SUMMARY
Deliver exceptional customer service to Dynamiq internal clients (technicians) and external clients by driving and directing operations team to assure understanding client commitments are met in a timely and profitable way. Holding our clients accountable to ensure an accurate and Comprehensive Client Record. Interface with service team and accounting to ensure accurate and prompt billing. Drive spot sales for company along with service team and provide assistance to the Management team as required in an effort to maximize departmental efficiency.
PRIMARY RESPONSIBILITIES
- Manage incoming calls and coordinate trouble call requests from clients.
(This includes pulling Client record from BuildOps to review with clients during calls)
- Determine and dispatch appropriate technician to ensure quick and efficient resolution of problems while building and maintaining client confidence and satisfaction
- Create and manage work schedules for technicians to ensure commitments to clients are met.
- Constant communication with Clients to schedule backlog PM’s before scheduling current PM’s.
- Manage and maintain update client information within system.
- Maintain and utilize live dispatch board, scheduling at least a week in advance.
- Approve technician time daily, track PTO, coordinate weekly timecard approval with technicians and enter in payroll system.
- Audit visits daily to ensure jobs are completed appropriately and correctly as required, coach technicians accordingly.
- Monitor call backs and flag to Service Manager promptly for follow up.
- Communicate with technicians on potential spot opportunities.
- Review flags; completing all or tagging for Service Coordinator/Service Manager review. Critical issues/Spot opportunities should be monitored and escalated to appropriate person.
- Coordinate and schedule repairs for G contracts, Spot and Extra work with urgency; assist Service Coordinator to drive Spot revenue.
- Reconcile technician credit card purchases and submit to accounting for processing monthly.
- Issue purchase orders for truck stock and tools as required.
- Assist Service Manager in finding On-the-Job Training opportunities for technicians and track accordingly.
- Assist Service Manager with monthly quality checks by selecting work orders and printing follow-up.
- Maintain phone list, fleet vehicle list and vehicle maintenance logs for Operations team.
- Maintain accurate and complete records relative to maintenance contracts, spot work, and repairs.
- Manage business processes to facilitate accurate and timely reporting to accounting staff.
- Provide assistance to sales team as required.
- Provide support for any special projects as assigned that may or may not become part of this position’s primary responsibilities.
KNOWLEDGE, SKILL, AND ABILITY REQUIREMENTS
- Associate degree, Technical/Business or equivalent, preferred
- 1-2 years HVAC dispatch experience
- High school diploma or GED equivalent, required
- Excellent interpersonal skills
- Good written and verbal communication skills
- Ability to work in a team environment
- Computer proficiency
- Working knowledge of the Microsoft Suite (i.e., Word, Excel, Outlook)
- Organization and time management skills
- Problem-solving mindset
- Strong work ethic
WORKING CONDITIONS
Working conditions consist primarily of an office environment and infrequently those typical for the field of HVAC which may include exposure to weather conditions and require a limited level of physical activity. Job may require occasional weekend and/or evening work.
APPROVAL/ACKNOWLEDGEMENT
This document is intended to describe the general nature and level of work being performed by employees assigned to this classification. It is not to be construed as an exhaustive list of all responsibilities, duties and/or skills required of all personnel so classified. It is not intended to act as a contract or formal agreement between any position incumbents and Total Comfort Solutions, and in no way modifies the employment-at-will arrangement.
