About Ocean Mechanical:
Ocean Mechanical is a leading plumbing and heating company dedicated to providing top-quality service to our residential and commercial clients. We pride ourselves on our professionalism, expertise, and commitment to customer satisfaction. We are seeking a highly organized and detail-oriented Service Coordinator to join our growing team.
Job Summary:
The Service Coordinator is the central hub of our service operations, responsible for efficiently managing the scheduling, dispatching, and tracking of our plumbing and heating technicians. This role requires exceptional organizational skills, a strong customer service focus, and the ability to thrive in a fast-paced environment. The Service Coordinator ensures smooth communication between technicians, customers, and other internal departments, contributing significantly to our overall service delivery and customer satisfaction.
Key Responsibilities:
- Scheduling & Dispatching: Receive incoming service requests via phone, email, and online portals. Schedule and dispatch plumbing and heating technicians for service calls, installations, and maintenance appointments, optimizing routes and maximizing efficiency.Prioritize emergency calls and reallocate resources as needed to meet urgent customer needs. Maintain and update technician schedules, including time off, training, and special assignments.
- Customer Communication: Serve as the primary point of contact for customers regarding service inquiries, scheduling, and updates. Provide accurate estimated arrival times for technicians and communicate any delays proactively. Address customer concerns and resolve scheduling conflicts or service issues promptly and professionally. Follow up with customers post-service to ensure satisfaction.
- Technician Support: Provide technicians with all necessary job details, customer information, and service history prior to dispatch. Assist technicians with administrative tasks, such as obtaining parts, getting approvals, or rescheduling follow-up appointments. Act as a liaison between technicians and other departments (e.g., parts, sales, management).
- Record Keeping & Administration: Maintain accurate and detailed records of all service requests, dispatch logs, customer interactions, and job statuses in the company's service management software. Generate reports on service performance, technician utilization, and customer feedback. Process service agreements, warranties, and other related documentation. Assist with invoicing and payment processing as needed.
- Office Support: Answer incoming phone calls and direct them appropriately. Manage general office duties as required.Contribute to a positive and collaborative team environment.
Qualifications:
- High school diploma or equivalent; associate's degree or higher preferred. Proven experience (2+ years) in a dispatching, scheduling, or service coordination role, preferably within the plumbing, HVAC, or construction industry. Excellent communication skills, both written and verbal, with a professional and friendly demeanor. Strong organizational skills and attention to detail. Proficiency with service management software and Google Suite is preferred. Ability to multitask, prioritize, and manage time effectively in a fast-paced environment. Strong problem-solving abilities and a calm, decisive approach to unexpected challenges. Customer-focused mindset with a commitment to delivering exceptional service. Ability to work independently and as part of a team.
Preferred Skills (but not required):
- Knowledge of plumbing and heating terminology.
What We Offer:
- Competitive salary based on experience. Benefits. Paid time off and holidays. Opportunities for professional development and growth. A supportive and collaborative work environment.
To Apply:
Please submit your resume and a cover letter outlining your relevant experience and why you are the ideal candidate for this position.
Ocean Mechanical is an Equal Opportunity Employer.
Job Types: Full-time, Permanent
Pay: From $23.00 per hour
Expected hours: 40.0 per week
Benefits:
- Casual dress
- Company events
- On-site parking
Experience:
- Customer service: 2 years (required)
Work Location: In person
