Responsibilities:
Receive service calls from internal and external customers. Enter call information into Service Scheduling software.
Schedule service and emergency calls and dispatch assigned technicians.
Ensure schedule is up to date and accurate for all service technicians. Work with other Service Coordinators to maximize productivity and profitability of technicians.
Address customer issues relating to assigned technicians and accounts within your realm of authority .
Assist technicians and service managers with material/equipment ordering.
Audit calls for assigned technicians to insure proper billing and accurate payroll.
Issue purchase orders as needed.
Issue new call service job numbers as needed.
Answer service lines and other phones as needed..
Back-up other Service Coordinators.
Compose memos for field service techs as required.
Review and update weekly reports relating to assigned technicians and accounts.
Discuss scheduling/manpower issues informally on a daily basis and formally once a week to insure maximum productivity, profitability and customer service.
Day to Day:
As a Dispatch Service Coordinator, each day begins with reviewing overnight emergency and service calls, adjusting schedules to address urgent issues. The core responsibility is to ensure the right technician is assigned to the right job at the right time. Throughout the day, new customer calls are opened and assigned, ensuring they are tied to the correct rate. Additionally, support is provided to technicians in managing their time and obtaining customer signatures. Coordination of the technicians timecards is crucial to ensure timely payouts. All these tasks are managed using their ERP system, called COINS.
We are a company committed to creating inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity employer that believes everyone matters. Qualified candidates will receive consideration for employment opportunities without regard to race, religion, sex, age, marital status, national origin, sexual orientation, citizenship status, disability, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to
Human Resources Request Form. The EEOC "Know Your Rights" Poster is available
here.
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https://insightglobal.com/workforce-privacy-policy/ .
Minimum of 2 years of work experience in operations dispatching or a similar administrative support position that has significant phone interaction with both internal positions and external customers.
Education: High School Diploma or GED equivalent required.
Able to satisfactorily pass a criminal background check and drug screen.
Proficient in using computer applications, specifically Microsoft Office products (Word/Excel/ Windows/Outlook). Must be willing to learn new software applications.
Able to work in a fast-paced environment while maintaining accuracy.
Fast and accurate data entry skills
Ability to work in a high-intensity fast paced environment
Able to work independently and maintain confidentiality.
Excellent oral and written communication.
Excellent organizational skills and detail oriented.
Excellent customer service.
Good reasoning ability and be able to quickly problem solve and resolve issues.
3 years of work experience in a mechanical/electrical service-related industry (HVAC, Plumbing, Refrigeration, Electrical)
Associates degree
Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.