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Service Specialist

Service Specialist

Freeland Contracting CompanyColumbus, Ohio Metropolitan Area, United States
1 day ago
Job type
  • Full-time
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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    Service Specialist • Columbus, Ohio Metropolitan Area, United States