Keyes North Atlantic

Dispatcher/Customer Service Coordinator

Newton, MA

$56,160-$72,800

About This Job

Position Overview: We are seeking a dynamic and proactive Dispatcher/Customer Service Coordinator to join our team. We have two departments – HVAC Service and Alarm/Electrical Service both with openings. We are looking for a Dispatcher/Customer Service Coordinator to provide exceptional customer service and administrative support to our Service Department.

The Dispatcher/Customer Service Coordinator will be responsible for dispatching, scheduling, and following up with both technicians and customers to ensure a seamless and positive experience.

This role requires excellent communication skills, forward-thinking abilities, and a self-starter attitude. Quick learning abilities, and a proactive approach to understanding service call types and prioritizing important customers are key to success in this role.

If you are a motivated and customer-focused individual looking to make a difference in either the HVAC or Alarm/Electrical industry, we encourage you to apply for this exciting opportunity!

Key Responsibilities:

Customer Service & Dispatch (50%)

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Handling Customer Calls and Incoming Communication: Take incoming calls from customers, especially those requiring urgent attention, and provide timely and effective solutions.

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Customer Outgoing Interaction: Initiate and maintain outgoing and interactive communications (written and verbal) with customers to keep them informed of how the company is responding to their needs.

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Customer Prioritization: Identify and prioritize important customers to ensure their needs are met promptly and effectively.

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Service Call Assessment: Quickly learn and understand the types of service calls that can be dispatched to specific technicians based on their expertise and availability.

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Visit Planning: Create service visit for customer service requests, including scheduling field work, conducting needed research, and ensuring parts are ordered to maximize customer satisfaction

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Communication: Maintain clear, professional, and effective communication with customers, technicians, and internal teams.

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Problem-Solving: Proactively identify potential issues and implement solutions to enhance customer satisfaction and operational efficiency.

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Documentation: Accurately record and update customer information, interactions, service details, and follow-up actions in the company's CRM system.

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Dispatching Technicians: Efficiently schedule and coordinate the dispatch of field technicians to customer locations, ensuring prompt and accurate service calls.

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Schedule Management: Schedule, manage, adapt, and communicate changes in the daily schedule to customers and technicians to ensure successful conclusions to all service calls.

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Field Monitoring: Monitor technicians in the field to ensure work is proceeding according to customer expectations.

Service Visit Review & Billing Support (35%)

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Review and Documentation: Conduct daily job reviews of field technician paperwork to support accurate and timely billing and payroll, addressing or highlighting issues with field technicians or supervisors.

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Collaborate with the accounting team to address invoice questions, discrepancies, and necessary adjustments.

Administrative & Office Support (15%)

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Promote and schedule Maintenance Visits: Evaluate past customer history to accurately determine the time and personnel required for scheduling maintenance visits.

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Provide general office support to the service team, including document management and scheduling assistance.

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Ensure Data Integrity: Review daily, weekly and monthly reports to ensure customer information including assets and asset service history is accurate.

Additional role requirements:

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Contribute to Company Culture: Maintain positive, supportive relations with all staff.

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Continuous Improvement: Stay informed about industry trends and best practices to continuously improve service delivery and customer experience.

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Team Collaboration: Work collaboratively with team members to improve processes and procedures, contributing to a culture of continuous improvement.

Work Environment:

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Fast-paced and intense in an open office environment.

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Moderate noise level with occasional variations.

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Subject to continual interruptions and changing priorities.

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Effective, consistent, positive, and constant communication with customers, vendors, co-workers, and others required.

Minimum Qualifications:

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1-2 years of experience in an administrative or customer service role, preferably in a service-based industry.

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Exceptional verbal and written communication skills.

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Strong organizational, communication, and problem-solving abilities.

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Strong customer service skills

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Ability to multitask in a fast-paced environment while maintaining attention to detail.

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Ability to work independently and as part of a team.

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Proficiency in using CRM software (Buildops) and other relevant tools.

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Quick learning abilities with a proactive approach to problem-solving.

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High level of attention to detail and accuracy.

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Strong knowledge of Microsoft Word, Excel, and Outlook.

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Ability to remain calm and collected when problem-solving.

Preferred Qualifications:

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Associate’s degree in Business Administration, Customer Service or related field

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Prior experience in a service- based industry (HVAC, mechanical systems, alarm, electrical or related fields)

Why Join Us:

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Opportunity to work in a supportive and collaborative environment.

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Competitive salary and benefits package.

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Room for growth and continuous learning and professional development.

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Be part of a company that values customer satisfaction.

Similar Jobs

Dispatcher/Customer Service Coordinator

About This Job

Key Responsibilities:

Customer Service & Dispatch (50%)

Administrative & Office Support (15%)

Additional role requirements:

Work Environment:

Minimum Qualifications:

Preferred Qualifications:

Why Join Us:

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