Quoted CSR

1 week ago

Nashville, TN, United States NATIONAL HVAC SERVICE Full time
Job Description: Quoted CSR

As the Quoted CSR, you are the central hub for our service department's profitability. This is not a standard data-entry role; it is a high-impact position that bridges the gap between our sales team, our field technicians, and our customers.

Your goal is to ensure work is scheduled efficiently and documented accurately.

Key Responsibilities

1. Project Initiation & Setup
  • Receive approved quotes from the sales/estimating team.
  • Review work orders for accuracy, ensuring all quoted materials, equipment, and labor hours are correctly reflected in the system.
  • Secure required permits or subcontractor quotes if necessary for the job.
2. Dispatching & Field Coordination
  • Schedule and dispatch technicians for quoted repairs, matching technician skill sets to specific job requirements.
  • Communicate clearly with customers regarding arrival windows and job duration.
  • Monitor job progress through our Field Service Management (FSM) software to ensure work is completed within the quoted timeframe.
3. Billing & Financial Management
  • Review completed work orders to ensure all field notes, photos, and refrigerant logs (if applicable) are attached.
  • Verify that actual labor and materials align with the original quote; investigate and resolve any significant variances.
  • Maintain accurate records of work-in-progress (WIP) and provide weekly reports to the Service Manager.
4. Customer & Internal Liaison
  • Coordinate with the Purchasing Department to ensure materials are staged and ready before the technician arrives on-site.
Requirements

Required Qualifications & Skills
  • Industry Experience: 2+ years of experience in the HVAC, plumbing, or mechanical contracting industry (highly preferred).
  • Technical Literacy: Proficiency in Field Service Management software and Microsoft Excel.
  • Detail Orientation: A "detective" mindset-you notice if a technician forgot to list a part or if labor hours don't match the job scope.
  • Communication: Exceptional verbal and written communication skills for interacting with "rough and tumble" field crews and professional corporate clients alike.

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