Service Coordinator

Halifax, NS

The Service Coordinator is the first point of contact for customers needing service and maintenance needs. They will be responsible for timely scheduling and billing. The Service Coordinator works closely with the Technical Service Coordinator to help manage the service schedule and maintain customer satisfaction.

Roles & Responsibilities:

• Providing customers with low-level support including: filter sizing, error code searches, exploratory questions to get more detailed information on issues, triage to Technical Service Coordinator when further technical support is necessary
• Dispatching service and maintenance calls
• Schedule initial diagnostics appointments
• Prioritize service requests for installs that are within their 1 year guarantee
• Schedule repair appointments - tentatively book repair either by part arrival date or urgency
• Book and confirm repair date with customer
• Send out customer reminders, and ensuring enough travel time and hours for each service technician
• Follow up with customers who have not responded to the estimate to confirm if they wish to proceed with the repair
• Once customer has confirmed, complete the order with the supplier & schedule repair
• Invoice and complete payments from the previous day’s jobs
• Reach out to technicians, if necessary, when jobs are missing information
• Receiving parts and binning:
• Bin and label parts arriving in the warehouse and update Service Fusion jobs accordingly
• Complete a weekly bin check:
• Unused parts moved to the shelf for return or stock
• Follow up with technicians as to why parts were not used
• Collaborate with Technical Service Coordinator to schedule time to return parts to dealers
• Manage service voicemail & email inboxes to ensure service requests are responded to in a timely manner
• Pull monthly maintenance plan member reports to schedule yearly maintenance
• Collaborate with the Technical Service Coordinator regarding any jobs left in “Parts to be Ordered” status
• Update job statuses as required
• Schedule the on-call rotation
• Meet with the Service Team weekly to discuss ongoing service topics and departmental goals and objectives
• Meet with the Assistant General Manager to review these job duties and operations

Requirements

• Excellent customer service skills
• Strong interpersonal skills
• 2+ years of experience in dispatching
• Ability to work independently and in a team environment
• Excellent verbal and written communication skills
• Ability to manage deadlines and priorities
• Detail oriented and highly organized with the ability to handle multiple tasks and assignments
• Good computer skills: knowledge of and proficiency in common office applications such as MS Word, Excel, Outlook and general software navigation
• Experience using Service Fusion is an asset
• HVAC industry or HVAC technician experience is an asset