Service Operations Manager
2 days ago
- Customer Service:
- Ensure 100% customer satisfaction
- Receive incoming customer service requests via phone or email promptly in a courteous manner and determine the purpose of the call
- Verify, create, or update customers site and billing information in ComputerEase
- Maintain constant communication with customers about their service status
- Assist with various marketing and promotional strategies of the company
- Verify customer satisfaction with follow-up phone calls and assist in the solution of problems
- Monitor status and encourage customers to provide feedback from their service experience
- Monitor and resolve potential customer issues or complaints
- Scheduling/Dispatch/Technician Support:
- Communicate and work closely with Service Manager and Office Manager maintaining service schedule and dispatch board
- Create work orders and maintain service schedule on the dispatch board and assign work orders to Service Technicians based on workload, technician availability, expertise, and priority of need
- Export work orders to Fieldease
- Import work orders from Fieldease
- Support Technicians with issuing POs for needed material or tools to complete service jobs and assist in monitoring the status of special order items
- Coordinate restocking of service vans with the purchasing manager
- Billing:
- Earn a competitive salary of $20-$25 per hour, with opportunities for performance-based pay or bonuses
- Ensure customers are properly informed of our rates and terms consistently to ensure collection of payment when work is performed whenever possible
- Ensure all work orders that are completed and are billed out promptly
- Run proof of billings for the manager
- Payroll and Miscellaneous:
- Verify labor hours for service technicians
- Provide accounting and administrative support for all Service Department related activities
- Provide support to Service Manager and Office Manager for regular technician training
- Coordinate transfer of construction job customers to service customers by coordinating an 11-month walkthrough and fostering a continued relationship
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