Job Description

Customer Service Coordinator:

We are a locally owned commercial HVAC contractor in need of an experienced CSC to effectively maintain the work schedules of our field technicians, ensuring customer commitments are met while dispatching according to the schedule, receiving customer calls, and adjusting the schedule as required.

The job responsibilities are as follows:

Dispatch:

• Receive, prioritize, and manage incoming service calls.
• Dispatch, schedule and plan the assignments of field technicians.
• Arrange follow-up calls to ensure complete customer satisfaction.
• Consistently serve as a customer contact for incoming calls and/or other forms of communication.
• Assist in coordinating monthly service contract scheduling and set-up of work orders.

General Accountabilities:

• Contact customers for approval of quoted repairs and follow up on back log of unapproved quotes.
• Communicate with customers and co-workers in a professional, patient, and friendly manner.
• Update managers and supervisors on any pertinent or beneficial information in a brief, organized manner.
• Possess strong organization skills and the ability to multi-task.
• Have strong technical aptitude - knowledge of HVAC industry preferred.
• Be self-motivated, take pride in work and be responsible for professionalism and accuracy.
• Have the ability to work overtime when required.

Administrative Responsibilities:

• Prepare correspondence, reports, and inquiries regarding any repairs that may need approval for completion of jobs.
• Inform field technicians of status of needed parts.
• Generate and/or complete various reports including work in progress, labor analysis, monthly labor hours, year-to-date labor hours and other specialized reports.
• Answer and respond to all company communications including email when needed.
• Complete customer and inter-department requests in a timely manner.
• Track work orders.
• Assist with customer service and sales department requests.

Internal Relations:

• Function as a constant contact between the field and the office.
• Project a friendly, professional attitude toward co-workers.
• Possess ability to participate productively in team environment.
• Build and maintain rapport and positive working relationships with field and office personnel to resolve problems, employ opportunities and maximize profits.

External Relations:

• Project a friendly, professional attitude toward customers.
• Build rapport and productive working relationships with customers, vendors and other outside agents.

*This job description may not be inclusive of all assigned duties, responsibilities, or aspects of the job described and may change or grow as needed.

Job Type: Full-time

Salary Range: $49,920 - $66,560 per year

Benefits

• 401(k)
• Health, Dental, and Vision Insurance
• Health savings account
• Life insurance
• Paid time off
• Paid holidays

Schedule

• Monday to Friday
• Overtime

Ability to commute/relocate:

• Wilmington, NC 28405: Reliably commute or planning to relocate before starting work (Required)

Experience

• Dispatching: 2 years (Preferred)
• Customer service: 2 years (Preferred)

Work Location: In person

Requirements

Experience and Education:

• High School Diploma required. College degree preferred.
• Minimum 2 years of experience in the HVAC or related industry.