What are the responsibilities and job description for the Service Coordinator position at TriState HVAC?
Job Description
Job Description
Salary : About Us :
TriState HVAC Equipment is a leading HVAC (Heating, Ventilation, and Air Conditioning) company dedicated to providing top-notch HVAC solutions and exceptional customer service. With a strong commitment to excellence, we have established ourselves as a trusted name in the industry. As part of our continued growth, we are seeking a skilled and organized Service Department Coordinator to join our team.
Job Description :
As a Service Department Coordinator at TriState HVAC Equipment, you will be the central point of contact for coordinating service requests, dispatching technicians, and ensuring efficient and timely service delivery to our valued customers. Your excellent communication and organizational skills will be essential in managing our service department's workflow and maintaining customer satisfaction.
Key Responsibilities :
Service Dispatch :
Receive incoming service requests from customers via phone, email, or other channels.
Schedule service appointments and dispatch HVAC technicians to customer locations based on their skills, availability, and location.
Monitor technician assignments to ensure timely arrivals and efficient use of resources.
Confirm appointments with customer sites and HVAC technicians.
Request purchase orders and credit cards for services when needed. Log that information into our systems for customer invoicing.
Maintain an on-call list.
Maintain and manage vacation scheduled for HVAC technicians.
Customer Communication :
Act as the primary point of contact between customers, service sales team and technicians.
Provide customers with accurate arrival times, service updates, and any necessary information regarding their service call.
Address customer inquiries and concerns in a professional, friendly and timely manner.
Documentation :
Maintain accurate records of service calls, including customer information, service details, and technician assignments.
Prepare and process service jobs, and related paperwork.
Resource Allocation :
Coordinate with the service manager, technicians, warehouse and delivery personnel to optimize daily schedules and prioritize urgent service calls.
Ensure all necessary deliveries, subcontractors, third parties, and materials are available for each service job.
Emergency Response :
Handle emergency service requests efficiently, prioritizing urgent situations and dispatching technicians accordingly.
Maintain clear communication with customers during emergency situations.
Quality Assurance :
Monitor service quality and customer satisfaction by following up on completed service calls and gathering feedback.
Address any service-related issues promptly and effectively.
Qualifications :
High school diploma or equivalent (additional education in HVAC or related field is a plus).
Proven experience in dispatching or scheduling, preferably in the HVAC or service industry.
Strong knowledge of HVAC systems and terminology is advantageous.
Exceptional organizational and time-management skills.
Excellent communication and interpersonal skills.
Proficiency in using computer-based dispatching and scheduling software.
Ability to remain calm under pressure and make quick decisions.
Customer-focused attitude and a commitment to providing top-notch service.
Flexibility to work in shifts and handle after-hours service calls when required.
In office with potential for flex remote scheduling.
Benefits :
Competitive salary and benefits package.
Health, dental, and vision insurance.
Retirement savings plan.
Opportunities for career advancement within the company.
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