Service Dispatcher/Office Coordinator
ENG Heating & CoolingAkron, Ohio
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Job Description
Benefits:
- 401(k) matching
- Competitive salary
- Health insurance
- Paid time off
The Service Dispatcher reports to the Office Manager, and is responsible for assisting in the administration, field productivity, and field profitability of the Service Department.
Benefits
- Paid Training
- Flexible Scheduling
- Competitive Compensation
- Year-Round Work
Initiative, integrity, organizational, and supervisory skills are essential to achieving departmental and corporate goals in this position. Job-related contact can occur with virtually all demographic groups, with the majority of daily contacts being with ENG Heating & Cooling, Inc. service technicians, suppliers, and service customers. Representative duties include:
- Scheduling service jobs taking into consideration the expected complexity of the job versus the experience and capabilities of available technicians.
- Being a main point of contact for incoming calls and assisting and directing customers to help resolve their needs in the form of troubleshooting, payment collections, dispatching, reviewing sales estimates and/or escalating to other staff for additional assistance.
- Overseeing warranty registration, documentation mailing, filing, safe record keeping and processing of payments.
- Maintaining a working relationship with other office staff on the collection of problem accounts, negotiating credit when applicable to build the customer base.
- Helping in the resolution of customer complaints in a timely, efficient and cost-effective manner, and reporting all such incidents to the appropriate leadership.
- Performing related staff-level duties as directed by the Office Manager.
Job Qualifications:
- Proven experience in a customer service environment preferably in HVACR contracting or building services industry.
- Excellent oral and written communication skills, including the ability to work with diverse customer groups, all personnel levels in the HVACR field, suppliers, and the hearing impaired.
- Be a self-starter and ability to work independently and as a team member.
- Preferred knowledge of CRM software.
- Proficient in computer skills, including Microsoft Office, online permit processing, and general office equipment.
- Basic knowledge of HVACR technology, including the ability to provide support, and even advice, to an on-site technician.
- Knowledge of HVACR-related terms, training, job-costing, marketing and sales.
- Skill and ability to sell service jobs and service contracts in a letter, and on the phone.
- Ability to assist technicians scheduled for call duty in delivery of prompt, efficient service to all customers.
- Current (state) driver’s license.
Compensation: $20.00 - $24.00 per hour
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