Service Specialist
Freeland Contracting CompanyColumbus, OH, US22 hours ago
Job type
- Full-time
Job descriptionTechnician 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. 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. 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. 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. Problem-solving skills Effective communication Adaptability to change Strong organizational skills Customer service excellence Time management
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
Administrative Tasks (Not Required – Potential to be added)
Operational Support
Miscellaneous Duties
Core Competencies :
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Service Specialist • Columbus, OH, US
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