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Service Resource Coordinator / Dispatcher

September 18, 2012 - December 29, 2013
Location:King of Prussia, PA
Exempt/Non-Exempt:Non-Exempt
Benefits:full benefits package available
Employment Type:Full Time
Department:Service
Description:To provide excellent coordination of all scheduled and emergency service calls. Responsible for delivering positive, polished and professional interaction with customers, interoffice personnel and service mechanics at all times.
Duties:Coordinates and schedules all service work for maintenance, quoted work, time and material, warranty, start-ups, emergency calls, training, meetings, on-call and any other directed activities.

Ensures that all calls are properly entered in the dispatch software system

Ensures all field schedules are updated and properly maintained.

Ensures proper information is obtained and entered for all service calls.

Ensures proper information is provided to the service mechanics to achieve proper execution, maximize utilization and deliver superior customer satisfaction.

Oversight for procurement of needed materials and supplies.

Maintain a positive attitude and communicate professionally for all customer inquiries including but not limited to customer complaints, re-directing service mechanics in a fast paced changing environment.

Reviews documentation from service mechanics, vendors and customers to ensure proper filing, accounts payable, cost moves and billing are completed in a timely manner.

Reviews all tasking and open work orders to ensure timely and required work is performed.

Ensures proper documentation is delivered to the customer as requested.

Provide proactive follow up with customers, service mechanics and interoffice to ensue outstanding issues are resolved and all commitments and expectations are met or exceeded.

Works with service mechanics, mangers and /or supervisors to resolve issues / problems in the field and helps provide solutions to improve on-going procedures.

Provides timely and accurate billing of T&M and quoted work.

Prioritizes workload and request to ensure customer and employee satisfaction are delivered.

Enters data in software system to ensure proper billing rate and markup information are accurate and up to date.
Qualifications:High school degree or GED, technical school or Associates degree. Bachelor degree preferred. 2-3 years experience in dispatch coordination and customer service call handling in a fast paced, high volume environment in a related technical industry. HVAC industry experiences a plus. Must be able to multi-task in high-stress situations. Must be able to communicate effectively in person, by phone and through written communication. Mature, credible and comfortable in dealing with customers and vendors. Must be proficient with use of the telephone and voice mail, the computer, and other office equipment. Must be skilled in use of MS Office, the Internet and e-mail. Must be able to commute reliably to office base. Able to work extended hours on occasions when required.


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