Service Administrator

Position Summary

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.

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.

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.

• Minimum high school diploma or GED
• Previous dispatch experience preferred in HVAC industry
• Good verbal and written communication skills
• Good customer service skills
• Ability to multi-task and prioritize
• Attention to detail
• Basic Excel and Word skills

As a 100% employee-owned company, we offer a comprehensive benefits package for you and your family:

• 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…