Amber Mechanical Contractors, Inc.
  • Operations
  • Alsip, IL, USA
  • $18 - $22 HR/DOE + Benefits
  • Hourly
  • Full Time

Medical, dental, vision, SEPP for retirement, Vacation, and Flex days

Amber Heating and Air Conditioning / AMC Inc. with over 55 years of experience, we are an industry leader in providing excellent service to residential and commercial customers in Chicagoland and Northwest Indiana.  We are currently looking for a high energy, multi-tasker with great customer skills to be our HVAC Service Coordinator  and dispatch our team of technicians This position requires a motivated person that is detail oriented and is able to work as a team member to ensure superior service to all our customers.

Job Title: Service Coordinator 

Pay Scale: $18 - $22 HR/DOE + Benefits

Benefits: Medical, dental, vision, SEPP for retirement, Vacation, and Flex days

Work Hours: 7:30am to 4:30pm, Monday through Friday, some overtime

Primary Job Function: Maintain the Service Technicians daily schedules and dispatch the technicians as service calls are completed. Schedule return trips with customers when parts are in. Maintain the on call schedule for service technicians with the answering service. Maintain customer database with current information. Clear and concise communications with department managers, employees and company customers. The Service Coordinator will act as a liaison between customer and the company, making sure that customer needs are met. Creating a customer to client atmosphere in all interaction with prospective and existing internal and external clients.

Secondary: To provide backup support to the Assistant Service Coordinator and to contact existing customers and non-existing customers for the purpose of scheduling service maintenance appointments. Assist service department with client retention.  Also assist Sales Coordinator when necessary.

Required Qualifications:

  • High school Diploma or equivalent
  • Pass background check and drug screen
  • Advanced customer service skills
  • Ability to multi-task
  • CRM data base experience
  • Organized
  • Geographical knowledge of service area or map reading skills
  • Knowledge of industry is recommended but not required
  • Advanced Computer skills
  • Two years related experience and/or training in customer service, dispatching or project management or equivalent combination of education and experience

Daily Duties:

  • Take incoming customer calls
  • Schedule and coordinate all service calls as calls are received
  • Create dispatch ticket for all service calls.
  • Dispatch Service Technicians, one call at a time.
  • Dispatch Service Technicians from home to first call.
  • Debrief Service Technicians after completion of each call.
  • Respond to all messages left overnight.
  • Maintain the dispatch board / schedule.
  • Forecast workload for 2 – 3 days out
  • Contact customers with a "Parts Pending" status as parts are received for scheduling.
  • Follow up on all pending and recommended work with customer utilizing the pending work log.
  • Maintain the maintenance agreements, including billing, scheduling, and staging of materials, database information, customer hard files and renewals.
  • Help Service Manager with marketing issues as directed.
  • Order parts for special orders.
  • Forward list of parts used by technicians to warehouse for truck restock.
  • Update customer files as information is received from installation. (Extended warranties, equipment info, new customers, Birthday tickler file, etc.)
  • Type service contract proposals for new customers
  • Maintain on call schedule, to include 1st on call and standby technician
  • Maintain customer history files in database
  • File service orders
  • Prepare paperwork for all manufacture warranty parts
  • Facilitate return of warranty parts
  • Update service database from service ticket
  • Maintain service invoice log
  • Compare service timecards and work orders to service schedule.
  • Compare time cards to GPS Report
  • Check service time cards for accuracy
  • Pull checks and charge slips and compare to invoices.
  • Forward checks and payments to accounting.
  • Happy calls / customer surveys.
  • Calculate reporting information and enter into 8 For 10 database.
  • Other duties as assigned
Amber Mechanical Contractors, Inc.
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