Service Specialist

Service Specialist Scheduling and CoordinationDaily 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.

CommunicationTechnician 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 SupportPhone 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 DutiesFollow-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 skillsEffective communicationAdaptability to changeStrong organizational skillsCustomer service excellenceTime management