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

 Experience and Education:

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