Hayward Industries

Service Dispatch Coordinator

US-NC-Clemmons
3 weeks ago
Job ID
2017-1667

Overview

The Service Dispatch Coordinator (SDC) is responsible for ensuring a seamless, close-the-loop service experience for dealers/builders, servicers, and consumers.  This includes:

 

  • Serve as the primary point of contact for dealers/builders and internal customers in the Houston/DFW markets who need to arrange for consumer service.
  • Coordinate service activity with dealers/builders, servicers, and consumers.
  • Track service activity and provide regular updates to dealers/builders, servicers, and consumers.

 

The SDC may be responsible for additional tasks, such as Order Entry and Outbound Calling.

 

The SDC works independently, and is empowered to make decisions. As needed, the SDC collaborates with other Hayward business groups to ensure best-in-class support for all internal and external Hayward customers. 

Responsibilities

Close-the-Loop Service Calls

  • Field service requests from dealers/builders and internal customers whose customers need product repairs.
  • For each service request:
    • Assign the service call to a Hayward Authorized Service Center (HASC).
    • Monitor to ensure HASC accepts the service call.
    • Monitor to ensure HASC completes the service call.
    • Update dealer/builder when service call is complete.
    • Contact consumer as needed to collect or share information related to the service call.
  • Ensure timely response and follow up through the following:
    • Track service call activity (service call creation date/time, HASC response date/time, expected completion date, actual completion date, etc.).
    • Follow up with HASC as needed for updates.
    • Provide regular updates to dealer/builder and consumer.
  • As needed, collaborate with other members of the Tech Service team (Tech Service Representatives, Supervisors, and DTMs) to balance customer service objectives against enforcing warranty guidelines, with a focus on delighting customers and controlling warranty expenses.
    • Assess customer situations case by case to identify the appropriate resolution, offering customers options when possible.
    • Negotiate with customers to resolve issues at the lowest cost possible.
    • Collaborate with District and Regional Technical Managers and trade customers as needed to resolve escalated customer cases.

 

Additional Tasks

The SDC may also be responsible for such additional tasks as:

  • Serve as the point-of-contact for Tech Service and Sales field staff who need to place parts orders. This includes creating the orders and providing updates to the requestors.
  • Conduct outbound calling campaigns to trade customers to make them aware of upcoming events and sales promotions.

 

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty. The requirements listed below are representative of the knowledge, skill, and/or ability required.

 

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 

Education and Experience:

Education: Required high-school diploma. Preferred 4-year degree or equivalent experience, preferably in a business-related field.

 

Experience: Preferred 1+ years experience in a customer service or dispatch role, supporting internal and external customers.

 

Skills: Advanced computer skills including Microsoft Word, Excel, PowerPoint and Lotus Notes or similar e-mail application. In-depth knowledge of swimming pool products, their application, use & care, and repair.

 

Abilities:  Creative thinking and problem solving, customer service focus, collaborating with internal and external business partners, working through others to achieve results, and teamwork.

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