HVAC Service Coordinator

Hunter-Davisson, Inc. • Full-time • Portland, Oregon, United States • 20h ago

The Service Coordinator is responsible for scheduling and dispatching Service Technicians. This includes communicating ETAs and delays to customers when they arise. They will also support answering calls on the service phone line and provide a high level of customer service. Dispatch work includes participation in the on-call rotation.

Interdepartmental communication is required to coordinate manpower. Work orders and holding notes will be entered in a timely manner. They are also responsible for ensuring that technicians are entering trip notes and closing out work orders daily. This role is also responsible for gathering new account information.

DUTIES/RESPONSIBILITIES:

Schedule and dispatch Service Technicians geographically and/or by urgency of call, while maintaining fluidity of manpower on the dispatch board in Vista.
Responsible for ensuring Service Technicians enter trip notes and close out work orders daily.
Answer incoming service phone line providing a high level of customer service and value to our customers.
Schedule follow-up repairs.
Set proper and realistic expectations to customers when communicating ETA’s and/or delays in arrivals.
Issue purchase orders.
Obtain and provide necessary information/documentation as required by customers for billing (i.e. customer purchase order/requisition numbers, forms, etc.).
Maintain a high degree of customer satisfaction to both external and internal customers.
Work with other departments and supervisor to coordinate manpower transitions as needed to meet customer demand.
Work as a collaborative member to a high performing and cohesive Service Team.
Communicate all customer service issues to the Service Operations Manager immediately.
Alert Service Operations Manager and Service Field Supervisor of “call back” situations as they arise.
Add holding notes to work orders and relay information to appropriate office personnel for action.
Research building/unit history and warranty information for technicians and management.
Perform rotating duties as the on-call supervisor during evening, weekend, and holiday hours.
Gather customer information for new accounts.
Review unapproved A/P invoices, monitor PO batch, enter in a timely manner and add relevant notes to work orders.
Attend all company, office, and department meetings (input expected).
Complete time entry daily using appropriate payroll codes.
Proactively engage in all aspects of company safety program.

REQUIRED EDUCATION, EXPERIENCE, AND PROFICIENCIES:

Proficient in the use of computers. Programs include: Microsoft Outlook, Excel, Word, and will become proficient in Vista software.
Expected to attend pre-determined classes at PCC for basic HVAC knowledge.
Technical acumen is required – must be willing to develop a working knowledge of HVACR.
HVACR Service department experience preferred but not required.
Proficient verbal and written communication skills.
Continuous self-improvement and proactive mindset.
Willing to work in both a team setting as well as individually.
Flexible, accommodating, and adaptable to constant change.
Ability to handle sensitive and proprietary information with discretion and confidentiality.

PHYSICAL DEMANDS:

Prolonged periods sitting at a desk and working on a computer.
Ability to maintain focus while multi-tasking and continuously be aware of surroundings.
Must be able to lift up to 50 pounds regularly.

Drug free, Smoke free, and proud to be an Equal Opportunity Employer.

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