Service Coordinator/Dispatcher

CMS specializes in high-quality mechanical/plumbing installation, repair & renovation projects, complex construction, and maintenance & service on building systems. We build strong relationships with each of our clients, ensuring that they are informed and provided with a high level of communication to meet and exceed expectations throughout the project life cycle.

Primary job function:

“Customer Service”, maintain the service technicians’ daily schedules and dispatch the technicians as service calls are completed. Entering all pertinent information from technicians close out notes. Schedule / coordinate with the customer on return trips. Submitting proposals when recommended repairs are needed. Clear communication with department managers, employees and company customers. Providing accounting with contract billing information / price updates. Providing accurate information for billing and timecards for proper processing. Coordinate all preventative maintenance contracts on a monthly basis, works with CMS construction department as we do any other customer and follows up with them on all calls we run as is done with outside customers.

Reports to: Service Manager

Daily Tasks:

• Take all incoming service requests: via telephone and / or email.
• Record a work order number for all service calls and jobs that service techs run. (All calls billable or non-billable)
• Schedule and coordinate all service calls.
• Dispatch technicians, one call at a time. A tech does not get dispatched to their next call until all close out notes are entered into the accounting system, “We will not be closing calls via email any longer”.
• Enter all notes into work order, every call should be updated in real time. Tech is not dispatched until call is updated.
• Will start and end the day with talking to each and every tech. Ensure tech is heading to first call, close out with the tech end of day.
• Respond / record any calls from night prior.
• Stays in contact with service techs if they are running NTE calls and will call customers to get the NTE raised if needed. $300, $500
• Maintain dispatch board.
• Forecast workload 2-3 days out.
• Contact customers with parts-pending status as parts are received.
• Follow up with customers as needed when calls have been completed.
• Coordinate / schedule with the customer all preventative maintenance contracts, prior to sending a tech to site.
• Maintain maintenance agreements: update contract prices, schedule, materials needed, and customer files.
• Order parts.
• Ensures all POs given out have correct dollar amounts entered before close of each business day.
• Submit proposals on recommended repairs. If proposal exceeds $1,000.00, Service Manager / Vice President of Service approves prior to submitting to customer.
• Updates on-call service/schedule as needed.
• File service orders weekly. Maintain files; archive semiannually.
• Maintain proposal files; archive quarterly.
• Prepare monthly Preventative Maintenance contracts; all paperwork / tickets / tabs on the board should be prepared one week prior to next month beginning.
• Pull cash/checks from service work orders and provide to accounting ASAP.
• Company cell phone is to be used to communicate to all CMS employees.
• Assistance to Service Manager / VP of Service / Accounting for any other requests.
• Lunches will be 11-12 and 12-1.
• Keeps both service manager and VP of Service update on monthly PM hours weekly.
• Not limited to anything not mentioned above.

Performance indicator:

• Number of customer complaints. Striving for zero.
• Number of callbacks / return trips due to scheduling inefficiencies.
• Accuracy of customer history files. Closing out jobs in CE not needing to pull files.
• Timeliness of closing work orders. Before the tech is dispatched to their nest call.
• Timeliness of proposal submission. 24 hours or less unless waiting on parts pricing.
• Timeliness of billing information to accounting. Same day, week at most if needing to do some research.
• Filing of service work orders.

Pay/Benefits:

Salary: $65,000-$75,000/year depending on skill and experience. Benefits offered (health, vision, dental, 401k w/ company match).

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)