Job Description:

Position Overview

Under the direction of the Service Manager, the Service Scheduler is responsible for coordinating with customers and Service Technicians to schedule service visits and oversees a variety of service duties in accordance with company policies and procedures.

Responsibilities

Establish service, maintenance and contract call priorities and schedules.

Coordinate activities of staff to ensure quality customer service is provided within prescribed time and budgets

Establish positive long term relationships with customers and key members of commercial establishments

Assist in the ordering of parts

Miscellaneous office administrative duties

Assist customers on the phone, via email, and internet

Prepare reports as requested

Assist the retail stores in resolving customer issues

Take all reasonable steps possible to minimize the amount of non-billable Service Technician time

Ensure that inventory is in stock before scheduling the service call

Maintain cooperative working relationships with all company employees

Establish service, maintenance and contract call priorities and schedule them accordingly

Complete all time cards to ensure accuracy for billing, payroll and job costing purposes

Keep the Service Manager informed as to all pertinent factors affecting the assigned responsibilities

Procure needed repair parts

Ensure that direct customer relationships are positive, productive and profitable

Assist in the collections process for commercial work performed by the service department

Additional duties assigned as needed

Skills

Communication:

Ability to read and write English

Ability to quickly and accurately compare alpha numerical characters and product descriptions

Able to effectively presents ideas and information through oral and written communication skills

Adaptability:

Ability to react quickly to changes

Initiative:

Achieves high percent of task target dates

Suggests, develops and improves current work processes

Willing to assist others when his/her tasks are complete

Contributes ideas to improve current processes

Interpersonal:

Establish and maintain effective working relationships with diverse group of co-workers, customers and vendors

Contributes to a positive working environment

Organization:

Contributes to a positive working environment

Able to handle multiple projects

Quality of Work:

Able to be consistently accurate

Able to follows tasks to completion in a timely manner without sacrificing quality

Physical Demands:

While performing the duties of this job, the employee is regularly required to sit and use hands to finger, handle or touch objects, tools or controls. The employee frequently is required to talk or hear. The employee is occasionally required to stand, walk, reach above the shoulders, stoop, kneel or crouch. The employee must occasionally lift and/or move up to 20 pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus.

Work Environment:

The noise level in the work environment is usually moderate. While performing the duties of this job, the employee will primarily be exposed to an office environment and shop floor/warehouse environment.

Qualifications

Education:

High school degree or equivalent required

Associates Degree in Business Administration or related field is desired

Experience:

1 2 years of customer service and or scheduling experience

Other Requirements:

Strong ability to communicate with both internal and external customers

Able to quickly build and maintain good working relationships

Advanced Microsoft Excel, Word, and Outlook skills

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PI116321553