Overview Schedule and dispatch service technicians from customer calls and service contracts to specific locations for routine maintenance and emergency repairs. Responsibilities Principal Responsibilities: Ability to prioritize calls and leverage appropriate workforce. Schedule or dispatch service technicians to appropriate locations, according to customer requests, specifications, or needs.Verify receipt of call by technician. Respond to customer difficulties with billing and service. Communicate work orders, messages, or information to or from supervisors, or technicians. Confer with customers or supervising personnel to address questions, problems, or requests for service or equipment. Assign a technician working in the area and work order or purchase order number. Upon work completion close ticket and contact customer for feedback about the task performed & the quality of the work. Respond and review calls taken by call center. Obtain COD information and notify credit to send an application for credit approval to new customers Additional responsibilities as assigned. SECTION 3 Scope & Dimensions: In numerical terms, describe the scope and impact of the position (e.g., revenue size of the business, number of customers, budgets or payroll information.) This position has branches in A, B & C. Will have P&L responsibility for a $XX - $XX million dollar segment of installation businesses. Must be able to drive or maintain XX-XX% operating income. Customer numbers will vary with size of branch, but could exceed 50+. Does the Scope of the Job Encompass: Whole Company Department:________________ Location: Branch Operations (Not Branch Specific) Product Line: ________________ SECTION 4 Formal Education Requirement: Required Level: High School Bachelor’s Degree Master’s Degree Other: Or Five years of related experience and/or training; or equivalent combination of education and experience. Preferred level: High School Bachelor’s Degree Master’s Degree Other : Associates Minimum Years of Experience Necessary: 0 – 5 5 – 10 10 – 20 20+ Additional Information: Ability to successfully manage multiple, competing priorities/task in a fast-paced work environment. Strong communication skills, verbal and written, required. Intermediate to advanced proficiency in Microsoft Office Suite. Strong organizational, time management skills, and high attention to detail Flexibility to work outside normal working hours, as required. Working knowledge of basic refrigeration and/or knowledge of commercial refrigeration and HVAC is preferred. High level of professionalism and diplomacy Strong customer focus skills Excellent telephone and communication skills. Ability to handle high volume of telephone calls. Demonstrated ability to making decisions, learn quickly, thinking rationally and exercising good judgment. Work effectively in diverse team environment. REQ-148648