HVAC Service Coordinator / Dispatcher

Amber Heating and Air Conditioning / AMC Inc. with over 55 years of experience, we are an industry leader in providing excellent service to residential and commercial customers in Chicagoland and Northwest Indiana. We are currently looking for a high energy, multi-tasker with great customer skills to be our HVAC Service Coordinator and dispatch our team of technicians This position requires a motivated person that is detail oriented and is able to work as a team member to ensure superior service to all our customers.
Job Title: Service Coordinator
Pay Scale: $18 - $22 HR/DOE + Benefits
Benefits: Medical, dental, vision, SEPP for retirement, Vacation, and Flex days
Work Hours: 7:30am to 4:30pm, Monday through Friday, some overtime
Primary Job Function: Maintain the Service Technicians daily schedules and dispatch the technicians as service calls are completed. Schedule return trips with customers when parts are in. Maintain the on call schedule for service technicians with the answering service. Maintain customer database with current information. Clear and concise communications with department managers, employees and company customers. The Service Coordinator will act as a liaison between customer and the company, making sure that customer needs are met. Creating a customer to client atmosphere in all interaction with prospective and existing internal and external clients.
Secondary: To provide backup support to the Assistant Service Coordinator and to contact existing customers and non-existing customers for the purpose of scheduling service maintenance appointments. Assist service department with client retention. Also assist Sales Coordinator when necessary.
Required Qualifications:
High school Diploma or equivalent
Pass background check and drug screen
Advanced customer service skills
Ability to multi-task
CRM data base experience
Geographical knowledge of service area or map reading skills
Knowledge of industry is recommended but not required
Advanced Computer skills
Two years related experience and/or training in customer service, dispatching or project management or equivalent combination of education and experience
Daily Duties:
Take incoming customer calls
Schedule and coordinate all service calls as calls are received
Create dispatch ticket for all service calls.
Dispatch Service Technicians, one call at a time.
Dispatch Service Technicians from home to first call.
Debrief Service Technicians after completion of each call.
Respond to all messages left overnight.
Maintain the dispatch board / schedule.
Forecast workload for 2 - 3 days out
Contact customers with a "Parts Pending" status as parts are received for scheduling.
Follow up on all pending and recommended work with customer utilizing the pending work log.
Maintain the maintenance agreements, including billing, scheduling, and staging of materials, database information, customer hard files and renewals.
Help Service Manager with marketing issues as directed.
Order parts for special orders.
Forward list of parts used by technicians to warehouse for truck restock.
Update customer files as information is received from installation. (Extended warranties, equipment info, new customers, Birthday tickler file, etc.)
Type service contract proposals for new customers
Maintain on call schedule, to include 1st on call and standby technician
Maintain customer history files in database
File service orders
Prepare paperwork for all manufacture warranty parts
Facilitate return of warranty parts
Update service database from service ticket
Maintain service invoice log
Compare service timecards and work orders to service schedule.
Compare time cards to GPS Report
Check service time cards for accuracy
Pull checks and charge slips and compare to invoices.
Forward checks and payments to accounting.
Happy calls / customer surveys.
Calculate reporting information and enter into 8 For 10 database.
Other duties as assigned

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