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Service Dispatcher

King of Prussia, PA

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nnJob DescriptionnnTitle: Service Resource Coordinator                                    nnDepartment/Location: Service Department, 3606 Horizon Drive, King of Prussia, PA nnReports to:  Service Business ManagernnStatus:  Non-ExemptnnWorks with: Service Mechanics, Service Team Personnel, Accounting Personnel, Parts and Supplies Department, Customers, and Vendors.nnJob Summary: To dispatch and to provide excellent coordination of all scheduled and emergency service calls. Responsible for delivering positive, polished and professional interaction with customers, inter-office personnel, vendors, and service mechanics at all times.nnEssential Duties and Responsibilities:nnnnDispatches, 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.nEnsures that all calls are properly entered in the dispatch software system.nEnsures all field schedules are updated and properly maintained.nEnsures proper information is obtained and entered for all service calls.nEnsures accurate information is provided to the service mechanics to achieve proper execution, maximize utilization and deliver superior customer satisfaction. nOversight for procurement of needed materials and supplies.nMaintain 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. nReviews documentation from service mechanics, vendors and customers to ensure proper filing, accounts payable, cost moves and billing are completed in a timely manner.nReviews all tasking and open work orders to ensure required work is performed in a timely manner.     nEnsures proper documentation is delivered to the customer as requested. nProvide proactive follow up with customers, service mechanics and interoffice to ensure outstanding issues are resolved and all commitments and expectations are met or exceeded.nWorks with service mechanics and managers to resolve issues in the field and helps provide solutions to improve on-going procedures. nPrioritizes workload and request to ensure customer and employee satisfaction are delivered.nApproves and processes payroll daily for Service Technicians.nCreating customer site files as needed.nEnters data in software system to ensure proper billing rate and markup information are accurate and up to date.nnOther responsibilities as requirednnnnJob RequirementsnRequirements:  Bachelor’s degree from a four-year college or university is preferred but not required.  Experience in dispatch, customer service, or call center preferred. Experience in the HVAC industry preferred.  Must be able to communicate effectively in person, by phone and through written communication.  High attention to detail, precision, and accuracy.  Must be proficient with use of the telephone and voice mail, the computer, and other office equipment.  Must be skilled in use of Microsoft Office, the Internet and e-mail.  Must be able to commute reliably to office base.  Ability to work independently and as a team.  Propensity for organization and prioritization.  Proven ability to meet deadlines.nnSoft Skills: Must be able to work in a fast paced, high volume environment.  Must be able to multi-task in high-stress situations and prioritize tasks accordingly.  Mature, credible and comfortable in dealing with customers and vendors.  Must have excellent customer service skills.nnWork Environment: Call-center/dispatch office environment.nnHours: Monday-Friday office hours.  Able to work extended hours on occasions when required.n

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