Job Description
Service Specialist
Scheduling and Coordination
- Daily Technician Scheduling: Create and manage the schedule for 5-8 technicians daily for service calls.
- Dynamic Adjustments: Quickly readjust and rearrange schedules as needed, accounting for emergency calls, Carps Club priority, technician absences, vacations, and other unforeseen circumstances.
- Interdepartmental Collaboration: Work and communicate with Freeland technicians when Carpenter’s technicians require additional support.
- Appointment Organization: Coordinate and organize appointments, often managing 4-5 appointments at the same location, involving multiple technicians and appointment types.
- Permit Coordination: Pull permits as required and organize technician schedules around inspector availability.
Communication
- Technician Communication: Maintain consistent communication via text, email, and phone calls with technicians before, during, and after appointments.
- Customer Interaction: Respond to customer inquiries and concerns throughout the day, including large accounts such as Hplex.
- Problem Resolution: Address customer dissatisfaction and recurring issues, working toward mutually acceptable resolutions.
- On-Call Duty: Handle after-hours calls several times a month, ensuring appropriate actions are taken even if technicians are unresponsive.
Administrative Tasks (Not Required – Potential to be added)
- Billing and Invoicing: Gather information (labor hours, material costs, and job details) from technicians and other sources to reasonably bill and invoice customers.
- Email Management: Monitor up to five email accounts daily, responding promptly to customer and internal queries.
- Payment Handling: Familiarize with various payment portals and procedures to properly invoice projects and receive payments. Notify Aaron of incoming payments for accurate record-keeping.
- Invoice Follow-Up: Investigate and contact customers regarding open invoices without notes, using email, letters, or phone calls to collect overdue payments.
- PO Rescheduling: Follow up on purchase orders, reschedule with customers, and assign technicians for return visits as needed.
Operational Support
- Phone Management: Answer all incoming calls, handling a variety of scenarios, including customer inquiries, potential new clients, and spam/sales calls.
- End-of-Day Responsibilities: Forward phones to the messaging service at the end of the workday.
- Permit Management: Handle permits promptly to align with project timelines and inspector schedules.
- General Problem Solving: Address unanticipated problems or situations as they arise.
Miscellaneous Duties
- Follow-Up: Revisit ongoing tasks and responsibilities throughout the day to ensure completion.
- Time Management: Maintain excellent time management to handle multiple responsibilities efficiently.
- Customer Service: Demonstrate strong customer service skills in all interactions, adapting to constantly changing situations.
- Cell Phone Management: Manage two cell phones effectively throughout the workday.
- Interdepartmental Coordination: Collaborate with other departments in the building as necessary to support company operations.
Core Competencies:
- Problem-solving skills
- Effective communication
- Adaptability to change
- Strong organizational skills
- Customer service excellence
- Time management
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