Customer Liaison

Hoffmann Brothers•St. Louis, MO

2d•Onsite

About The Position

Hoffmann Brothers was Voted St Louis Best Place to work in 2016, 2018, 2020, 2021, 2022, & 2023! Over the last 8 years, Hoffmann has grown from a small family business of 50 employees to a 400+ member multi-market organization with significant aspirations for further growth. We recognize the quality of our people enables this growth and now is your chance to join our team. With this growth, Hoffmann is redesigning how it purchases and manages its inventory to take advantage of this new scale. As a Customer Liaison in St. Louis, you will work as part of a dynamic and passionate Dispatch team to ensure desired sales metrics. You will match the right technician to every job, helping achieve the company’s financial goals. You will work closely with other customer liaisons and dispatchers to complete all service department follow ups and confirmations for the next day and assist with same day dispatching.

Requirements

Knowledge of the HVAC, Electrical, Plumbing and Appliance industries is a plus
Excellent communication and organizational skills
Ability to multitask and work efficiently under pressure
Proficiency with scheduling software and Microsoft Office Suite
Strong problem-solving skills and attention to detail
The work environment will subject employees to continual interruptions and changing priorities. Effective, consistent, and constant communication with customers, vendors, co-workers, and others is required.
This position is performed on-site at our office. Employees are expected to work from the office during their scheduled shifts to support collaboration, customer service, and team operations.
Saturday Dispatch Schedule: Sign up to work 2-3 Saturdays per quarter to dispatch field professionals.

Nice To Haves

Strong verbal and written communicator. This position requires a genuine, friendly phone voice, someone who is easy to talk to, likes helping people, and can act as a customer advocate.
Develop a proven track record in customer service with the ability to build trust and demonstrate empathy.
IT competent; good typist and proficient with phone systems, email, and text messaging programs. (Microsoft office platforms, as well as Google Docs, Sheets, Drive, etc.)
Highly organized with exceptional follow-through abilities.
Personality that blends well with a fast-paced, goal-driven environment. We are looking for a competitive individual contributor who also loves to win as a team
Highly motivated, flexible, and great attitude on life.
Must consider safety one’s primary job, both for personal, co‑worker and public benefit, and must have general knowledge of safe working practices and of MO‑OSHA requirements.

Responsibilities

Evaluate and confirm service and maintenance calls on the following service day’s schedule.
Complete service department follow ups daily
Schedule return visits for uncompleted service calls
Schedule return visits for parts received
Work with service technicians, service department managers, and billers to minimize the number of open calls at month-end clean up.
Update customers that have jobs on hold with parts/material status.
Communicate with company warehouse and vendors regarding ordering and material updates.
Meet daily revenue goals by prioritizing the most urgent and profitable calls.
Relay accurate information to technicians, ensuing proficient, quality customer experiences.
Be professional and establish customer rapport, encouraging repeat business.
Help reschedule low priority calls to make room for higher priority jobs.
Support departmental service levels by remaining logged into the inbound phone queue and answering inbound calls in a timely manner.