Customer Success Coordinator/ Commercial Parts Sales - Fairfield, United States - Jay Hill Repairs

Description

Company Overview:
We are the premier provider of commercial kitchen equipment servicing solutions. We are seeking a dedicated, organized and forward thinking Service Coordinator / Dispatcher to join our dynamic team. Exceeding customer expectations through superior customer service at every interaction.


Position Overview:

The Customer Success Coordinator / Commercial Parts Sales - plays a crucial role in optimizing the efficiency of our service delivery and the overall customer experience.

The qualified individual will be responsible for coordinating a team of service technicians' schedules, ensuring timely service delivery, maintaining clear communication with clients, and ensuring meticulous documentation.

You are a problem solver and a "people person" who values long-term relationships.


Key Responsibilities:

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Customer Service:Achieve consistently high customer satisfaction ratings. Ensure satisfaction through consistent follow up and timely resolution of customer issues. Collaborate with team members to continuously improve customer experience. Maintain a high level of product/service knowledge. Challenge the status quo
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Schedule Management: Coordinate and manage the schedules of field service technicians to ensure optimal routing and workload distribution.
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Dispatch Services: Efficiently dispatch technicians to service locations, taking into consideration urgency, skill set, and location.
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Data Entry: Collect, update, organize and input large information accurately and according to guidelines and protocols. Look for ways to streamline data entry processes. Seek to automate the ordinary, to focus on the extraordinary.
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Client Communication: Serve as the primary point of contact for clients, providing updates on service appointments, technician arrival times, and resolution progress. Own the customer experience. Platinum Rule
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Resource Allocation: Allocate necessary equipment, tools, and materials to service technicians to ensure they are well-equipped for their assignments.
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Problem Resolution: Act as a liaison between clients and technicians, addressing any service-related issues, delays, or additional needs promptly.
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Data Tracking: Maintain accurate records of service appointments, technician performance, and service completion to support reporting and analysis.
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Quality Assurance: Monitor service delivery to ensure it meets quality standards and that technicians adhere to safety protocols.
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Inventory Control: Assist in managing inventory of service parts and equipment, collaborating with the Inventory Manager.
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Performance Metrics: Monitor key performance indicators (KPIs) related to service efficiency, customer satisfaction, and technician productivity.
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Parts Quoting:Provide timely and accurate quotes received from field technicians. Follow up on quotes to achieve sales goals.
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Continuous Improvement: Identify opportunities for process improvement and contribute to enhancing overall service operations.


Qualifications:

• High school diploma or equivalent; College degree a plus.
• Proven experience in a coordination and/or dispatch role, in a servicebased industry.
• Strong organizational and time management skills to handle multiple service appointments and requests simultaneously.
• Demonstrated experience thriving in a matrixed organization.
• Excellent communication skills, both written and verbal, for effective client and technician interaction.
• Detailoriented mindset and ability to maintain accurate records.
• Proficiency using scheduling software, service management tools, and highly proficient with Microsoft Office Suite.
• Ability to work in a fastpaced environment, adapting to changing priorities. Customers rarely plan to have their equipment fail, be there for them when it does.
• Understanding of safety protocols and procedures in a field service context is a plus.

Benefits:

• 401(k)
• Dental Insurance
• Health Insurance
• Life Insurance
• Paid Time Off
• Vision Insurance

Pay:
From $24.25 per hour


Expected hours:
per week


Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Work Location:
In person