HVAC Service Coordinator

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Located in Bend, OR

Salary: DOE $23-$28

Job Title:                           HVAC Service Coordinator

 

Work Hours:                    7:30am to 4:30pm, Monday through Friday, Weekends and

overtime as needed

 

Pay Scale:                         DOE $23-$28/hr 

 

 

 

Primary Job Functions:    Responsible for overseeing the Service administrative functions within the HVAC business. This requires proficiency in communication, organization, and customer service. This role will actively contribute to the establishment and maintenance of strong relationships with both customers and community partners.

 

 

Required Qualifications:

 

  • Two years of experience in customer service, dispatching, or project management, or equivalent education and experience
  • High integrity and commitment to customer satisfaction
  • Strong organizational and communication skills
  • Passion for excellence in customer treatment and care
  • Pleasant, patient, and friendly demeanor
  • Attention to detail and excellent interpersonal skills
  • Flexible with the ability to multi-task
  • Detail-oriented with effective time management skills
  • Strong work ethic and team player mentality
  • Geographical knowledge of service area or map reading skills
  • Industry knowledge recommended, not required
  • Fluent in Microsoft Office
  • Professional handling of complaints and difficult customers

Essential Duties and Responsibilities:

 

Customer Service:

  • Efficiently handle incoming calls and inquiries.
  • Schedule service and maintenance calls.
  • Update job notes in software daily.

 

Scheduling and Dispatch:

  • Manage the dispatch board for effective scheduling of service appointments.

 

Administrative Tasks:

  • Maintain customer history files in the database.
  • Type and distribute recorded meeting notes within 48 hours.

 

Sales and Promotion:

  • Create Maintenance Agreements for customers
  • Process payments.
  • Call existing clients to promote Service Agreements and schedule annual maintenance.
  • Focus on expanding the service base through maintenance contracts.
  • Build and nurture relationships with community partners, especially property management entities.

 

Review and Feedback:

  • Collect feedback from customers by actively following up on review invites and service calls. Gather and analyze both positive and negative feedback to enhance customer satisfaction.

 

Parts and Inventory Management:

  • Handle the ordering of necessary parts for HVAC repairs and maintenance.
  • Process warranty parts efficiently.
  • Maintain the truck stock list and standard stock list for Bend-specific needs.

 

Client Relations:

  • Send thank you cards to customers after job completion and collect reviews.
  • Confirm customers are connected to web portals for convenient system checking and troubleshooting.
  • Handle equipment registration and introduce customers to Pyramid service memberships and offerings.

 

General Support:

  • Provide support and backup to the Operations Coordinator, as needed.

 

  • Other duties as assigned.

 

Performance Indicators: Certain key business indicators that will measure the effectiveness of this position.

These include the following:

 

  • Average handling time per call
  • Resolution rate for incoming inquiries
  • Percentage of scheduled calls met on time
  • Timeliness in updating job notes
  • Accuracy of customer history files
  • Number of Maintenance Agreements created
  • Timeliness in processing payments
  • Percentage of positive feedback
  • Accuracy in handling parts orders
  • Efficiency in processing warranty parts

 

Physical Demands and Work Environment:

The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may enable individuals with disabilities to perform the essential functions.

Physical Demands:

The work environment is typical of standard office settings. Employee will sit often, including for computer work. Reaching will be required involving extending arms in any direction. Office equipment, such as a computer and telephone will be used, requiring the use of hands and fingers to manipulate a keyboard or keypad. Visual ability to read a computer screen or written documents is necessary. Hearing is necessary to receive detailed information through oral communication. Consistent and regular attendance is required to ensure course scheduling is not disrupted.

Work Environment:

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

 

If you are interested in interviewing please call 541-389-1505!

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Express Office: Bend
296 Southwest Columbia Street
Suite B
Bend, OR 97702
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