Service Administrator
About The Position
Provides general administrative support to the Service Team, which may include responding to customer call and inquiries, assigning and dispatching service technicians, processing work orders and billings, and researching and resolving discrepancies. Assists with customer warranty calls and service calls, determines the nature and extent of the service problem, and schedules the appropriate service to address the customer’s needs. Assists with assigning and dispatching the appropriate service technician to match the needs of the call. Assists with partnering with leadership to establish priorities on all emergency and unscheduled work, based on need and current customer commitments. Maintains the service log books. Gathers and records information from the customer. Tracks calls and assignments in service operating software (Service Titan). Identifies manpower shortages and work backlog. Orders and tracks maintenance materials or parts as needed to perform scheduled work. Assists in Quality Control. Evaluates the response times, call-backs, and customer feedback. Provides management reports as needed. Compiles and analyzes information generated from calls and dispatches. Provides general administrative support for the customer care team including billing, contracts administration, filing, etc.
Requirements
- Minimum high school diploma or GED
- Good verbal and written communication skills
- Good customer service skills
- Ability to multi-task and prioritize
- Attention to detail
- Basic Excel and Word skills
Nice To Haves
- Previous dispatch experience preferred in HVAC industry
Responsibilities
- Responding to customer call and inquiries
- Assigning and dispatching service technicians
- Processing work orders and billings
- Researching and resolving discrepancies
- Assisting with customer warranty calls and service calls
- Determining the nature and extent of the service problem
- Scheduling the appropriate service to address the customer’s needs
- Assigning and dispatching the appropriate service technician
- Partnering with leadership to establish priorities on all emergency and unscheduled work
- Maintaining the service log books
- Gathering and recording information from the customer
- Tracking calls and assignments in service operating software (Service Titan)
- Identifying manpower shortages and work backlog
- Ordering and tracking maintenance materials or parts
- Assisting in Quality Control
- Evaluating response times, call-backs, and customer feedback
- Providing management reports
- Compiling and analyzing information generated from calls and dispatches
- Providing general administrative support for the customer care team including billing, contracts administration, filing, etc.
Benefits
- 401(k) plan with 50% company match (no cap) and immediate 100% vesting
- Medical, dental, and vision insurance (100% paid for employee)
- Annual bonus program based upon performance, achievement, and company profitability
- Term life, AD&D insurance, and voluntary life insurance
- Disability income protection insurance
- Pre-tax flexible spending plans (health and dependent care)
- Paid parental leave
- Paid holidays, vacation, and personal time
- Training/professional development opportunities and company-paid memberships for professional associations and licenses
- Wellness benefits
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
