HVAC Service Coordinator Omaha New Omaha, Nebraska

Marick Mechanical; Omaha (NE); On-site; USD 40,000 - 55,000; Full time

Job summary

Marick Mechanical is seeking a Service Coordinator to intake customer information and coordinate internal processes for on-site service delivery. The role requires working with technicians in real-time to ensure accurate close-out of service calls and clear communication with customers.

Ideal candidates have 3 years of customer service experience in a sales/office setting, and familiarity with construction or mechanical services.

Qualifications

• 3 years of customer service experience in a sales/office/corporate setting.
• High School diploma or GED.
• Construction/Mechanical/Service industry experience.
• Ability to work as a team player.
• Ability to multitask in a fast-paced environment.
• Attention to detail and organization.
• Proficiency in Microsoft Word, Excel, & Outlook.

Responsibilities

• Answer phone calls for customer service requests; provide customers with the appropriate timing for when the technician will arrive onsite
• Reference client service history for new work orders created to ensure proper authorization, credit limits/payment information/COD status, and identify any possible discrepancies
• Work within customer portals to provide quotes and perform follow up calls with customers
• Create, open, assign, and/or close work order requests
• Real time updates via notes in each work order description and various client portals
• Review technician descriptions on completed work orders for overall literacy, grammar, and spelling, perform visit reviews
• Correspond with technicians to ensure proper close-out of service calls prior to being dispatched to next call
• Utilize GPS tracking software to run truck reports, cross reference ticket times, and provide system generated reports when required
• Dispatch technicians to calls in line with their department and abilities
• Provides updates on parts ETA
• Own and maintain service job life cycle within our utilized software

Skills

Customer service

Team player

Multitasking

Attention to detail

Communication

Education

High School diploma or GED

Tools

Microsoft Word

Excel

Outlook

Job description

Overview: The Service Coordinator’s responsibility is to complete intake of customer information and coordinate internally to ensure proper work execution. Additionally, corresponding with technicians in “Real-time” to complete close out process to help maintain the quality of services to our customers.

Responsibilities:

• Answer phone calls for customer service requests; provide customers with the appropriate timing for when the technician will arrive onsite
• Reference client service history for new work orders created to ensure proper authorization, credit limits/payment information/COD status, and identify any possible discrepancies
• Work within customer portals to provide quotes and perform follow up calls with customers
• Create, open, assign, and/or close work order requests
• Real time updates via notes in each work order description and various client portals
• Review technician descriptions on completed work orders for overall literacy, grammar, and spelling, perform visit reviews
• Correspond with technicians to ensure proper close-out of service calls prior to being dispatched to next call
• Utilize GPS tracking software to run truck reports, cross reference ticket times, and provide system generated reports when required
• Dispatch technicians to calls in line with their department and abilities
• Provides updates on parts ETA
• Own and maintain service job life cycle within our utilized software

Requirements/Qualifications:

• 3 years of customer service experience in a sales/office/corporate setting
• High School diploma or GED
• Construction/Mechanical/Service industry experience
• Ability to work as a team player
• Ability to multitask in a fast-paced environment
• Attention to detail and organization
• Proficiency in Microsoft Word, Excel, & Outlook