Service Coordinator - Edmonton, Canada - McKinley Heating & Air

McKinley Heating & Air
McKinley Heating & Air
Verified Company
Edmonton, Canada

1 week ago

Sophia Lee

Posted by:

Sophia Lee

beBee Recruiter
Description

Service Coordinator (Dispatcher)

Reports To:
Operations Manager or General Manager


Status:
Full-time, Regular


Category:
Dispatch


Location Name:
McKinley Service Experts


Location Address:
Edmonton, AB


Join the team of experts and realize your true potential

Why You Should Join the Service Experts Team?


Our team consists of the very best; we believe in doing what is right for our customers and our employees.

We provide our employees with the training, support and an opportunity for unlimited professional growth.
Join us and become an EXPERT

Position Summary:


The
Service Coordinator efficiently plans and routes the most appropriate Technicians to ensure work is performed in accordance with established processes and procedures in a fast-paced, dynamic environment.

The Service Coordinator is responsible for supporting Technicians by communicating with customers regarding scheduled and follow-up visits.

The Service Coordinator is also responsible for maintaining accurate data in the systems, working closely with the centre team members, communicating with customers about appointments, responding to inquiries, and helping to resolve issues.


Responsibilities:


  • Efficiently plans and routes Technicians to service calls based on availability and skill sets, customer needs, geographical location, and the latest information in the Capacity Planning System and on the Dispatch Board
  • Analyzes, diagnoses, and resolves customer issues in a timely and professional manner
  • Effectively communicates with customers in order to schedule service, maintenance, and other calls while gathering information on the customer's current systems and needs, as well as ensuring that the decision maker is present at the time of the visit
  • Responsible for calling customers to remind them of the upcoming scheduled appointment, to keep the customer informed of any changes, and to schedule service/maintenance calls
  • Ensures the Capacity Planner is maintained and proactively fills appointment gaps due to customer cancellations and/or rescheduling in order to maximize opportunities
  • Ensures the Sales Dispatch Board and other related modules in the systems are updated as required
  • As needed, performs outbound calls to customers who are identified as a lead
  • When notified by the Support Center or the customer of a scheduling issue, missed appointment, or customer complaint, the Service Coordinator documents the issues and communicates with appropriate coworkers or management to resolve the concerns
  • Maintains communication with the customer to ensure that the issue is resolved to the customer's satisfaction
  • As requested or required, generates reports from the internal systems
  • Represents the company professionally and ethically in all business matters
  • Performs similar/other duties as needed or assigned

Qualifications:


  • High school diploma or equivalent with 5 years' experience working in a fastpaced dispatch, customer service, and/or other customerfacing environment
  • Experience in the use of computers and related systems in an administrative environment
  • Prior experience with an AS400 system an asset
  • Must be able to multitask and work effectively in a dynamic work environment
  • Must be comfortable switching rapidly between tasks with no loss in efficiency or effectiveness
  • Excellent customer service, communication, and interpersonal skills
  • Ability to work effectively in both a team and independent environment
  • Knowledge of local geographical areas required
  • Ability to make fast decisions based on established guidelines and procedures
  • Excellent organizational and timemanagement skills
  • Must be able to prioritize workload based on service demands
  • An understanding of the HVAC Industry is an asset

What Do We Offer You as a Service Experts Employee?


Service Experts offers a comprehensive benefits package designed to support employees and their families in managing their health and wellness needs.

Following is a summary of the many benefits that could be available to you as a Service Experts valued employee:


  • Competitive pay, including incentive opportunities for many positions
  • Medical/Dental/Vision Insurance programs
  • RRSP Plan with company matching contributions
  • Life Insurance for you and options you can elect for your family
  • Short-Term and Long-Term disability insurance that protects you and your family if you are unable to work
  • World class training opportunities through our Learning Management System
  • Career development opportunities
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