JOB DESCRIPTION

Summary/Objective

This is an important position responsible for the majority of communication amongst all parties when a service request is made. These being our customers in need of service, the Service Technicians, the Operations Department, and parts distribution. The primary responsibility is to ensure timely and seamless resolution to customer service issues while coordinating the distribution of personnel and mechanical components with which to do so.

Essential Functions

1. Responsible for evaluating diary entries from Service Technicians and order parts that are recommended and approved by customer to proceed.
2. Assign a price for parts/equipment needed to complete service jobs and accurately relay that information to the customer.
3. Schedule follow up customer service jobs from diary entries received from Service Technicians.
4. Follow Service Technicians from job to job arranging service orders in a cost-effective manner benefiting both customer and business profitability. This includes using a mapping system to best determine ordering of route stops for efficiency.
5. Issue purchase orders to vendors. Responsible for determining an approximate arrival time for part and cross reference inventory to the correct customer job. Once part is available from vendor, arrange for pick up and ensure parts are matched up with Service Technician for immediate job completion.
6. Provide excellent service communication with customers. Gather all pertinent information during initial customer contact to efficiently schedule service call and provide details to Service Technicians for a complete service evaluation.
7. Contact supply vendors to obtain pricing for parts.
8. Responsible for providing administrative assistant support to Operations Manager.
9. Dispatches the Parts Runner schedule ensuring accuracy and thoroughness of orders as well as efficient coordinator of assignments to make schedule most effective.
10. Evaluate all incoming requests for service to determine new or existing customer relationship. This also includes customers with existing service agreements and the need to prioritize these service calls.
11. Answer customer service inquiries related to various other company processes (finance, install, maintenance, etc.) and correctly distribute to the appropriate department.
12. Additional work as assigned by management.

Competencies

1. Moderate computer skills.
2. Relationship Building.
3. High Verbal Communication Proficiency.
4. Results Driven.
5. Initiative.
6. Time Management.
7. Project Management.
8. Problem Solving/Analysis/Logical Thinking.

Supervisory Responsibility

This position has no supervisory responsibilities.

Work Environment

The work environment noise level is usually moderate but will vary occasionally. 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. Employee spends a large amount of work day uses telephone and other communication devices. The pace of work rises dramatically during the warmer and hot months.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to talk and hear. The majority of time is spent in a seated position. The employee frequently is required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms. This position requires the ability to occasionally lift office products and supplies, up to 20 pounds.

Position Type/Expected Hours of Work

This is a full-time position, and hours of work and days are generally Monday through Friday, 8:00 a.m. to 5 p.m. Will rotate through on-call dispatching program on some weekends.

Travel

No travel is expected for this position.

Required Education and Experience

1. High school diploma/GED
2. 2+ years of office administration experience required.

Preferred Education and Experience

1. Experience in a HVAC company preferred.
2. Associates or Arts degree or higher is preferred.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice