Customer Experience Coordinator + Dispatch - Lebanon, United States - Airy Time Heating and Cooling

Description

To manage the day to day scheduling operations, ensure that jobs are ready for installation. Company purchasing duties per the company's purchasing procedures. Responsible for the creation of department job files, contacting customers regarding scheduling issues, scheduling subcontractors and inspections. Responsible for coordinating communication between installers, field supervisors, customers, vendors and the office.

• Update and maintain schedule board with all sold jobs, communicate scheduling issues with other departments including sales.
• Check paperwork and timecard from previous day's job, schedule any punch lists or uncompleted items.
• Ensure that at least one installer's tools and van is inspected each week.
• Make sure that all jobs have permits and the inspections are called in timely.
• Create all job packets.
• Purchase equipment and schedule subcontractors; a fiveday leadtime should be maintained.
• Purchase special orders, materials, etc. by 10:00am.
• Know whereabouts and progress of crew daily.
• Return customer calls in a timely manner, resolving open issues in a fast/efficient manner etc.
• Process extended warranties and customer rebates.
• Take & schedule incoming sales appointments
• Assist H.S.A. in closing jobs through phone calls, discussion and showroom assistance.
• Process all sales related packet information daily job progression form to be completely filled out.
• Process all finance documents & schedule with customer for signage.
• Provide assistance in completing job packets.
• Maintain daily / monthly commission totals, update daily.
• Act as a liaison between Customer & H.S.A.
• Happy call or thank you cards to the customer.
• Resolve customer differences.
• Design & mail Customer thank you gifts.
• Take incoming customer calls.
• Schedule and coordinate all service calls as calls are received.
• Create dispatch tickets for 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 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.
• Additional duties as assigned
• Coordinate with vendors as needed regarding returns, warranty, delivery, etc.
• Coordinate van service and repairs with the fleet supervisor.
• Coordinate scheduling for Service Technician labor 5 days prior to project with Service Dispatcher.
• Check with Dept. Managers for any job site deliveries.
• Return overage stock to vendors, write PO and have material set out for pick up by vendor.
• Oversee and participate in quarterly inventory count.
• Complete paperwork for job costing, orders received etc. and send to Accounting.
• Maintain warehousing of Company supplied tools. Generate check out lists and reconcile upon return.
• Coordinate scrap outs and scrap runs to the dump or with scrap buyers.
• Schedule layouts and update layout & design schedules, coordinate with Foreman/Installation Manager.
• Create any reports deemed necessary to track sales information.
• Maintain equipment pricing.
• Maintain literature inventory, presentation and stamping with company name & phone.
• Budgeting & tracking of advertising expense.
• Assist development of marketing, advertising and collateral creation of implementation.
• Assist Sales Manager
• Take service call requests as needed.
• Necessary back up on phones
• Weekly update to Satisfaction Survey, Customer name & address for jobs installed.
• Participate in weekly sales meetings.
• Maintain Web Site and respond to customer questions.
• Prepare weekly, monthly, yearly sales reports: Sales report, Lead Closing report, Lead source report, Maintenance Agreement Report.
• 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 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.
• Maintain on call schedule, to include 1st on call and standby technician
• Happy calls / customer surveys

Pay:
$ $23.00 per hour

Expected hours: 40 per week


Benefits:

• 401(k)

Schedule:

• 8 hour shift

Ability to Relocate:

• Lebanon, IN 46052: Relocate before starting work (required)

Work Location:
In person