Service Coordinator

Position Title: Service Coordinator - Engineering Excellence

This position in Cincinnati will be a remote position with the hours being 8:00a-5:00p.

Training for this position will be in the office for the first 6 weeks 8a-5p.

Reports To: Customer Service Manager

Status: Full-time, Regular position

Category: Office

Location Name: Engineering Excellence Cincinnati

Location Address: This is a remote position, the chosen candidate needs to be local to Cincinnati

Why You Should Join the Service Experts Team?

Our team consists of the very best; we believe in doing what is right for our customers and our employees. We provide our employees with training, support and an opportunity for unlimited professional growth.

Join us and become an EXPERT!

Position Summary:

Responsible for supporting the Sales Team and Installers by maintaining accurate data in the appropriate systems, communicating with the customer regarding scheduled calls and follow-up visits. Works closely and cooperatively with both sales and center staff. Communicates with the customer to ensure the customer is informed of scheduled appointments, to respond to inquiries, and to help to resolve issues and problems. Efficiently plans and routes the most-appropriate technicians and Residential Sales Consultants. Work is performed, under general direction, in accordance with established processes and procedures in a fast-paced, constantly changing environment.

What Do We Offer You as a Service Experts Employee?

Service Experts offers a comprehensive benefits package designed to support employees and their families in managing their health and wellness needs. Following is a summary of the many benefits that could be available to you as a Service Experts valued employee.

• Competitive Pay, including incentive opportunities for many positions
  
• Paid Time Off and Company Holiday Pay
  
• Medical /Dental /Vision Insurance programs
  
• 401(k) Retirement Savings Plan with company-matching contributions
  
• Life Insurance, for you and options you can elect for your family
  
• Short-term and Long-term disability insurance options, that protects you and your family if you are unable to work
  
• Supplemental benefit programs such as: Legal advice, pet insurance, health advocacy programs
  
• World Class Training opportunities through our Experts University
  
• Career Development opportunities
  

Key Responsibilities:

• Answer incoming calls from technicians and operations support
  
• Coordinate technicians work assignments for next work day
  
• Review technician paperwork for accurate billing
  
• Opening and closing residential installs
  
• Pulling permits when necessary
  
• Processing job packets
  
• Registering equipment for warranty coverage
  
• Analyzes, diagnoses, and resolves customer problems in a courteous, professional, timely, and accurate manner. Identifies potential problems to prevent premature and unexpected breakdowns or callbacks.
  
• Effectively and courteously communicates with customer in order to schedule service / maintenance / sales call while gathering information on the customer�s current systems and needs as well as ensuring that the decision maker is present at the time of the call
  
• Responsible for calling customers to remind them of the upcoming scheduled appointment, to keep the customer informed on any changes in technician/installer arrival time, and to schedule service/maintenance calls
  
• Efficiently and effectively plans and routes technicians to service calls based on technician availability and skill sets, customer equipment and needs, geographical location, and latest information in the Capacity Planning System and on the Dispatch Board.
  
• Ensures the capacity planner is maintained and proactively fills appointment gaps due to customer cancellations/rescheduling in order to maximize capacity planning
  
• Ensures Sales Dispatch Board and other related modules in STARS are updated as required
  
• Promptly responds to service technicians� requests, both by radio and telephone Represents the company professionally, honestly, and ethically in all business matters and concerns
  
• Contacts next customers to confirm appointments and page calls to the assigned technicians
  
• Identifies issues/problems/concerns regarding technician and support center productivity based on continual communication and working with technicians and the Support Center. Informs General Manager and/or operations/office manager of issues/problems/concerns requiring their attention and action.
  
• Gathers information from the Residential Sales Consultant after the sales call presentation to document the sale details (or what was quoted if no sale) and enters pertinent details into the sales tracking system. Based on the scheduled installation time, schedules follow-up referral call.
  
• Keeps the General Manager or Sales Manager abreast of issues, problems, and other pertinent information
  
• Completes and distributes the Daily Sales report; reviews sales reports for errors/omissions and enters corrections in system(s); updates any lead errors; and checks Web Portal for messages
  
• As requested/required, generates reports from systems. As needed/required, tracks activities for center or region-specific contests/events and to distribute relevant information to Residential Sales Consultants, Sales Managers, and others.
  
• Performs similar/other duties as needed or assigned
  

Desired Skills and Qualifications:

• High school diploma or equivalent with 2 years� experience working in customer service or another customer-facing environment. Prior experience dispatching is desirable.
  
• Experience or training in the use of computers and related systems in an administrative office environment. Prior experience with an AS400 system desirable.
  
• Must be able to multi-task and work effectively in a fast-paced and constantly changing work environment. Must be comfortable switching rapidly between tasks with no loss in efficiency and effectiveness.
  
• Excellent customer service, communication, and interpersonal skills
  
• Effective communication skills to communicate with customer and to resolve customer issues, complaints, or concerns
  
• Ability to effectively communicate with co-workers and customers in a pleasant, business-like, and customer-focused manner. Ability to communicate with a diverse customer population.
  
• Ability to work effectively in both a team and an independent environment
  
• Ability to learn and to practice proper radio-communication techniques and to utilize pager systems
  
• Knowledge of, or ability to learn, local geographical areas (streets, highways, cities, and towns)
  
• Ability to make decisions based on established guidelines and procedures
  
• Effective organizational and time-management skills. Must be able to prioritize work based on service demands
  
• An understanding and knowledge of the HVAC/Refrigeration Industry is an asset