HVAC Customer Resource Coordinator

What you will do  

• Under direct supervision of the Area Resource Manager, the HVAC Customer Resource Coordinator receives and schedules customer calls for service. Manages the schedule of assigned technicians and mechanics.
• Ensures schedule allows for timely completion of preventative maintenance and aligns with monthly forecasting goals.
• Debrief activities of assigned technicians/mechanics daily, coordinating with technicians/mechanics to resolve concerns quickly.
• Partners effectively with the Service Team Manager to ensure technical service work is completed in a reasonable timeframe and to the customer’s expectations.
• Analyzes and assesses technical team performance and adjusts as needed to enhance customer satisfaction cost-effectively. 
• Assesses job completion and collaborates with Customer Billing Coordinators and Customer Support Coordinators to progress completed jobs through the appropriate business process. 

 How you will do it 

• This is not a remote position; you will be onsite. 

• Receives customer requests for unscheduled or scheduled service. 

• Coordinates labor scheduling to align technicians to the appropriate customer and service needs. 

• Communicates the action plan and services to be provided directly to the customer. 

• Ensures work has been performed to the customer’s expectations and performs follow-up with the customer, as needed. 

• Answers any customer inquiries and resolves or escalates customer issues, as appropriate. 

• Debrief activities daily. 

• Ensures Technicians are provided with daily schedules. Maintains consistent communication with assigned Technicians. 

• Follows up on activities to ensure completion in an established timeframe. 

• Ensures that all customer account information required to support call management activities and scheduling of tasks are kept up to date in NxGen. 

• Scheduled Service Visits – on time. 

• Parts ordering/PO creation support. 

• Start-up support. 

• Customer PO confirmation. 

• WIP Management. 

• Reconcile exceptions (SIR and AP). 

• Attend weekly planning/scheduling meetings. 

• Assist with monitoring of time and expense reporting submission. 

• Review and correct unassociated time for timesheets for technicians. 

• Other duties and administrative activities as assigned. 

What we look for 

Required 

• High school diploma or equivalent required. 

• Must demonstrate the ability to perform work independently and demonstrate solid organizational and attention to detail skills. 

• Must have strong interpersonal skills to effectively communicate with both internal and external clients. 

• Must have the ability to simultaneously handle a large and diverse number of projects, tasks, and issues with tact, cooperation, and persistence. 

• Able to prioritize work activities based on financial impact to desired business goals. 

• Able to influence diverse teams to accomplish tasks/goals. 

Preferred 

• Two to five years of service industry experience and/or service scheduling. 

• Associate degree. 

• Experience and/or basic project accounting or costing principles.