Service Administrator

Insight Partners • Alpharetta, GA

10d • Onsite

About The Position

The Service Administrator completes all organizational tasks for the Service Department. Performs all branch level accounting and warranty including customer billing while providing backup support for the Field Operations Resource Coordinator. This position creates a positive customer interaction both internally and externally while ensuring timely completion of all assigned tasks to customer satisfaction.

Requirements

• High School Diploma (or GED or High School Equivalence Certificate required.
• 1-2 years of retail/wholesale experience preferred.
• Ability to read, analyze, and interpret documents in English.
• Ability to respond to common inquiries or complaints from customers (internal and external).
• Ability to effectively present information to management.
• Ability to interact clearly and effectively, in both written and oral communication with supervisor, customers, co-workers, vendors, etc.
• Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.
• Proficient in personal computer skills including electronic mail, record keeping, routine database activity, word processing, spreadsheet, etc.
• Proficient level of knowledge of Microsoft Office and Adobe.
• Working knowledge of activities, methods, procedures and policies of a Service Department.
• General knowledge of HVAC and HVAC product installation activities a plus.

Nice To Haves

• FACTs and/or Field Edge experience is a plus.

Responsibilities

• Keep Service Module(s) current to ensure timely invoicing and reporting.
• Accurately prepares service work orders to invoice customers.
• Follows up on open work orders and billing discrepancies as per policy of company.
• Assists with the Service Module and provides excellent customer service.
• Fosters and maintains excellent relationships with customers and vendors.
• Assists Field Operations Resource Coordinator with scheduling HVAC Service Technicians for service appointments according to scheduling policies.
• Assists Technicians as needed with diagnosis, authorization or repairs.
• Prepares service work orders for processing, tracks progress of service work orders within the timelines set.
• Obtains any needed customer authorization prior to the HVAC Service Technician reporting to work site.
• Obtains the customer checklist from Insight Team/Customer representative prior to the HVAC Service Technician reporting to work site.
• Supports the Parts and Warranty Departments with any needed warranty or customer authorization prior to working on units including taking of pictures, faxing in for authorization or any/all procedures as prescribed in the manufacturer's warranty policy & procedure manuals.
• Works with Parts and Warranty Departments contacting customers as needed to schedule appointments for special order parts.
• Maintains a "Customer First" attitude always.
• Performs all other duties as assigned.

Benefits

• Health & Wellness – Medical, dental, vision, and life insurance coverage to support your well-being.
• Financial Security – 401(k) retirement plan with company match and short/long-term disability coverage.
• Work-Life Balance – Paid time off (PTO), paid holidays, and an employee assistance program (EAP).
• Professional Development – Ongoing training opportunities and support for continuing education

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED