Provide outstanding customer service to each customer and fellow employee. Schedule service appointments as phone calls are received. Interact with a variety of customers in a professional way. Maintain the Service Technicians daily schedules and dispatch the technicians to their next appointment as service calls are completed. Maintain customer database with current information. Maintain Maintenance Agreement program. Create new client Preventative Maintenance Agreement’s and update existing yearly. Assist Service Coordinator as needed with ordering and coordinating parts acquisition for technicians while on the job site. Communicate repair costs and schedule technician return trips with customers when needed. Clear and concise communications with department managers, employees and company customers, including keeping customers appraised as to company schedule and part lead-times. Maintain a high level of professionalism with Cardinal Heating customers, vendors, and employees.
The following key performance indicators will measure the effectiveness of this position: – Customer satisfaction. – Efficiency of Technician scheduling and dispatch. – Number of Customer complaints due to scheduling. – Number of return trips/call backs due to scheduling inefficiencies. – Number of Customer “no shows” (if reminder calls did not occur). – Accuracy of Customer history files. – Accuracy of Customer Maintenance Agreement files. – Travel time goal = ¼ hour. – Tracking and scheduling of PMA Customers. – Success of PMA program.
If you take pride in your work and would like to join the Cardinal team please fill out this application, and apply below.