Job Details

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