Service Coordinator - Cincinnati

Position Title: Service Coordinator – Cincinnati
Reports to: Service Manager
FLSA Status: Non-Exempt

The holder of this position will utilize the Company’s Dispatching System to effectively maintain work schedules for Service Techs and assure that customer commitments are met. This includes dispatching Service Techs according to the schedule, receiving customer calls and adjusting schedule as required, successfully completing calls, and creating accurate completed call records ready to be priced and invoiced.

The individual directly contributes to the success of the Company by effectively and efficiently utilizing the Dispatching System to support customers, Service Techs and Service Supervisors/Managers and, when required, other Rieck Services leaders.

The individual’s essential duties are listed below. When necessary, additional duties may be assigned, and Rieck Services expects the individual to exercise initiative to anticipate and prevent problems.

• Schedule Preventive Maintenance (PM) calls, emergency calls, and dispatch assigned HVAC technicians.
• Ensure schedule is up to date for all service technicians. Work with other Service Coordinators to maximize productivity and profitability of technicians.
• Enter resolutions for assigned technician.
• Take care of customer issues relating to assigned technicians and accounts within your realm of authority.
• Ability to prioritize calls based on customer status, criticality of their equipment or area served, and type of service required.
• Post readings from tasking sheets as they are turned in and make changes or additions such as serial numbers, belt sizes and quantities, and filter sizes and quantities.
• Check hours for assigned technicians’ payroll and confirm hours with technicians before payroll is run each week.
• Issue purchase orders as needed.
• Issue new call service work order numbers as needed.
• Answer department service lines and answer other department phones as needed.
• Deal with customers in a professional manner.
• Assist in preparation of monthly tasking sheets as required.
• Back up other Service Coordinators as required to cover vacations, lunch, illness etc.
• Compose memos for field service techs as required.
• Assist with report gathering, and departmental data entry as required.
• Discuss scheduling/manpower issues informally on a daily basis and formally once a week to insure maximum productivity, profitability and customer service.
• Perform all other assignments as requested or needed.

To perform this job successfully, the individual must have the following education, skills and abilities. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• High School Diploma or equivalent.
• Associate’s degree preferred but not required.

• Prior dispatching or mechanical service/construction experience preferred.
• Five years of experience.

None specified.

• Computer
  
  Skills:
  
  The individual must be proficient in using email, database, internet, spreadsheet, and word processing applications: specifically, Microsoft Office products (Word, Excel, PowerPoint, and Windows). Accurate typing skills.
• Customer Service: Manages difficult or emotional customer situations; responds promptly to customer needs; solicits customer feedback to improve service; responds to requests for service and assistance; meets commitments.
• Interpersonal
  
  Skills:
  
  Focuses on solving conflict, not blaming; maintains confidentiality; listens to others without interrupting; keeps emotions under control; remains open to others' ideas and tries new things.
• Language
  
  Skills:
  
  
  • Reading and Comprehension: The individual must be able to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations; to write reports, instructions to employees, and basic business correspondence; and to effectively present information and respond to questions from groups of managers, internal customers, and vendors.
  • Oral Communication: Speaks clearly and persuasively in positive or negative…