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Service Operations Specialist

2 months ago

Richmond, Virginia, United States Hobbs & Associates, Inc. Full time
Job Overview

Position Title: Service Operations Specialist
Location: Richmond, VA
Supervisor: Operations Administration Leader
Employment Status: Exempt

Employment Type: Full Time


The primary objective of this role is to enhance the operational efficiency of the organization by delivering internal assistance to our HVAC Service Technicians. Under the guidance of the Operations Administration Leader, the Service Operations Specialist will act as the internal liaison and scheduler for the Service Technicians. This position will oversee resources, including equipment and personnel, to ensure the successful execution of service contracts with our clientele.


Key Responsibilities
The individual in this role will be accountable for the following:

  • Coordinate customer interactions and scheduling for service requests received through our service communication channels.
  • Facilitate the customer service process by collaborating extensively with all relevant departments.
  • Deliver exceptional customer service to both external and internal stakeholders by surpassing their expectations through clear and effective communication.
  • Organize equipment startup and service activities with our Service Technicians and clients.
  • Provide timely project documentation to HVAC Technicians in response to customer equipment startup inquiries.
  • Perform necessary data entry for billing purposes and documenting warranty claims.
  • Manage material procurement with manufacturers, including ordering, release, and warranty oversight.
  • Consistently follow up to ensure the completion of assigned tasks.
  • Coordinate the transportation logistics of the Technician teams.
  • Prepare quotes for customers.
  • Forecast workload requirements.
  • Queue completed work orders for invoicing.
  • Maintain up-to-date Operations Work in Progress records.

Qualifications
The ideal candidate for this position will possess the following qualifications:

  • Minimum of 2 years' experience in dispatching teams or similar scheduling roles.
  • Exemplary communication skills and a friendly, positive customer service demeanor.
  • Ability to manage multiple tasks and prioritize daily responsibilities effectively.
  • Detail-oriented, organized, and results-driven individual capable of thriving in a fast-paced environment.
  • Proficient in using computer software and quick to learn new systems and tools. Familiarity with the geographical service area or map reading skills is an added advantage.
  • Experience with HVAC parts and equipment is preferred.

Core Competencies

  • Time Management: Efficiently utilizes time, focusing on high-priority tasks to maximize productivity.
  • Conflict Resolution: Proactively addresses conflicts, viewing them as opportunities for resolution, and effectively mediates disputes.
  • Interpersonal Skills: Builds strong relationships with individuals at all levels, employing diplomacy and tact to navigate challenging situations.
  • Planning: Accurately assesses the scope and complexity of tasks, establishing objectives and breaking down work into manageable steps.
  • Action Oriented: Demonstrates a strong work ethic, embracing challenges and responding swiftly to critical situations.


About Hobbs & Associates, Inc.
Hobbs & Associates specializes in providing heating, ventilation, and air conditioning (HVAC) products and engineering services to commercial and industrial building contractors, architectural design firms, and business owners. We collaborate with our partners to develop lasting community infrastructure, including educational institutions, healthcare facilities, military and municipal buildings, entertainment venues, hotels, and multi-family residences.