Commercial Service Coordinator - HB McClure Co

HB MCCLURE IS A 100% EMPLOYEE-OWNED COMPANY WHERE OUR SUCCESS IS YOUR SUCCESS!

We are currently looking for a Service Coordinator to join our Commercial Service department in our Harrisburg location.

The Service Coordinator is responsible for managing the customer experience from the time a service call is received through the completion of the request. Responsibilities include management of the following activities: internal/external customer communication, schedule records, documentation of information flow and dispatch boards. The Service Coordinator efficiently schedules service work and effectively manages commitments to both internal and external customers to deliver world class service.

WHAT WE CAN OFFER:

• Competitive hourly pay, based on experience
• Employee Stock Ownership Plan (ESOP) – earn ownership shares to provide for retirement
• Additional 401(K) retirement options with a weekly company contribution
• Low-cost health benefits with medical, dental, vision options
• Flexible spending and health saving accounts
• 100% Employer paid life insurance and short-term disability
• Paid time off, paid holidays and annual bonus plan
• Access to HB University for ongoing internal & external training opportunities
• Employee Assistance Programs and discounted gym memberships

ESSENTIAL DUTIES & WHAT YOU’LL NEED FOR THE JOB:

• Answer incoming telephone calls, messages and web requests for all service requests, billing issues, and general customer concerns
• Manage the dispatch board and prioritize calls according to urgency and importance in the service database so technicians are dispatched to the proper location and any service work is completed in a timely manner
• Effectively plan, schedule and assign technicians appropriately to service calls to ensure that the right technician is dispatched to the right job at the right time.
• Create and manage customer accounts within Davisware and other software platforms as needed
• Be present at account turnover meetings w/Account Managers and Technicians, as needed
• Coordinate equipment rentals for demand and Preventative Maintenance service orders
• Assist with forecasting workload numbers for HB McClure huddles
• Submit weekly status reporting for all open, continued and PIN service orders
• Work with Field Supervisors to meet objectives of HVAC and Plumbing teams
• Maintain open communication and a high level of professionalism with internal and external customers, to include, other service coordinators, field technicians, fellow Employee-Owners and customers
• Manage daily time entry for technicians
• Provide support for initial completion of documents for vendors and customers
• Performs other duties as assigned

WHAT WE’RE LOOKING FOR:

• High school diploma or equivalent
• 1 year of previous dispatching, or customer service experience, preferred
• Detail orientated with the ability to manage competing demands, frequent changes and unexpected events
• Must be able to communicate fluently in English with strong communication skills
• Strong interpersonal skills with the ability to work both independently and collaboratively in a fast paced team setting
• Critical thinking and problem solving skills needed to plan and accomplish scheduling goals
• Ability to understand the basic concepts of HVAC and plumbing
• Proficiency with Microsoft Office and the ability to learn industry related software programs

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  PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk or hear. The employee is required to sit; stand; walk; use hands to manipulate, handle or feel; and reach with hands and arms. This position requires the ability to occasionally lift office products and supplies, up to 20 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.