****
AUTHORITY: To act in the best interest of the company and self in the scheduling of
Service and the maintaining of proper customer relations and records.
_ RESPONSIBILITIES_
- Answer service phone calls and assist customers.
- Schedule service calls in a timely manner using Service Titan.
- Evaluate urgency of customer’s needs.
- Evaluate service technicians’ capabilities based on experience with Water Well systems, pump, windmills, and related equipment.
- Know geographic service area and dispatch accordingly.
- Understand the needs and expectations of service agreement customers.
- Knowledge of the whereabouts of each Water Well technician throughout the day.
- Knowledge of the status of all Water Well service jobs, including work in progress and parts on order.
- Ensure service technicians turn in all service invoices, job notes, and related paperwork for each completed service call.
- Process service work orders and data entry of work performed, and materials used in the company’s dispatch and accounting system.
- Ensure service agreement maintenance jobs are completed each month.
- Coordinating with installation supervisor on major jobs when a service technician is required.
- Processing any return of warranty and unused parts to vendors for proper credit.
- Make outbound follow calls to customers regarding recent service experience and convert recommendations into booked jobs.
- Make outbound phone calls to perspective and existing Membership customers to promote and schedule preventative service for Water Well systems.
- Back up fellow coworkers with job duties to complete daily tasks as needed.
- Process credit card payments as needed.
- Promote effective communication through all levels of the customer service and field operations team.
- Assist in any other task that is requested by supervisor based on department or business needs.
EDUCATION, KNOWLEDGE AND SKILLS REQUIRED OR DESIRABLE
- High school diploma. Formal customer relations and telephone training desirable.
- Computer literate. Knowledge of Microsoft Windows desirable.
- Ability to work with computerized dispatching, word processors, spreadsheets and databases
- Self-starter, ability to work without close supervision.
- Ability to deal diplomatically and effectively with both customers and service technicians.
- Basic understanding of technical terms and parts related to the heating, air conditioning, ventilation and refrigeration trades.
SECONDARY JOBS:
- Answer telephone and route calls to appropriate person.
- Process credit card payments for service work orders.
- Support service technicians by helping to find and order parts for jobs and technical information when important.
- Making minor estimates and getting customer approval for service jobs when needed.
- Dealing with customer complaints and resolving problems.