Service Administrative Assistant

Purpose and Scope

The Service Admin Assistant is primarily responsible for communicating with service customers to coordinate requests for service plumbing and HVAC work, handle service plumbing invoices, address billing issues with customers over the phone, email, and sometimes in person, collect and maintain detailed billing and plumbing service records, collaborate both professionally and assertively with service staff and customers alike. Secondarily, this position serves a critical function as backup in the absence of Service Dispatch to ensure that service technicians are where they need to be, when they need to be there, with the correct information and resources to effectively and efficiently complete their job on time. Flexibility is critical for the incumbent in this role as service needs may evolve as the needs of the business continue to change.

This is a safety sensitive position

Work Schedule:

Typical workdays and hours are Monday through Friday 7:00AM – 4:00PM with a one hour lunch break, 40 hours weekly.
Hours may be modified (increased or decreased) by Blauch Brother’s Inc. management based on work demand.
Limited overtime opportunities may be available, but only when preapproved by management.

Responsibilities:

• Responsible for back up of Service Dispatch as necessary
• Achieve excellent customer service by answering the phone (when feasible), and limit conversations in time necessary to address relevant customer concerns while remaining courteous and professional
• Create all Plumbing Service Department invoices
• Communicate schedule changes with customers in a timely manner
• Generate, enter, and track purchase orders and/or requisitions for truck stock and tool accounts
• Collaborate with owners, vendors, project managers, engineers and others
• Help verify work order completion notes and signatures
• Monitor job progress and offer assistance as needed
• Provide clerical support for service department
• Assist generating quoted jobs throughout the Service Department
• Supports and participates in The Unified Group, trade and peer groups, through attendance at training events, communication via email and responding to other members
• Research and recommend procedures in the continuous improvement of the service admin role
• Comply with local, state and federal laws, ordinances and guidelines
• Maintain current knowledge of industry trends
• Ability to work overtime, holidays, flexible hours, weekends and travel as necessary to accommodate our customers’ needs
• Perform other duties assigned/required by supervisor
• Participate in annual review

ORGANIZATIONAL RELATIONSHIP

• Service Admin Assistant reports to Blauch Brothers, Inc. Service Operations Supervisor
• Service Admin Assistant is not responsible for directly supervising personnel resources although they will occasionally direct daily activities of field technicians

WAGE RANGE

This is an hourly, NON-EXEMPT position eligible for overtime pay when exceeding 40 hours in a work week.
Wage range is $20 - $25 hourly based on qualifications and previous work experience.
Blauch Brothers pays on a weekly basis each Thursday.

ESSENTIAL JOB COMPETENCIES

Managerial:

• Ability to effectively manage time, materials, logistics, resources, and myriad variables in an office environment
• Must be meticulous and detail oriented to ensure billing, records, and notes are of highest quality and accuracy
• Adhere to standards of good housekeeping and safety for an office environment
• Strive to engage in every activity in such a way that aligns with Blauch Brothers mission to “Enrich Lives”

Operational:

• Ability to meet deadlines in a fast-paced work environment
• Ability to multitask and be highly organized
• Ability to execute decisions
• Ability to maintain consistency across multiple supervisors and senior staff
• Ability to professionally respond and comprehend emergencies
• Highly adaptive and flexible; respond in stride to unplanned schedule changes or work assignments

People:

• Ability to timely and accurately communicate across teams, with customers, and outside entities, with Blauch Brothers standards for professionalism and courtesy
• Willingness to push back, holds people accountable in a professional, tactful way
• Positive relationship management
• Patience in dealing with adversity and difference of opinions/viewpoints
• Skilled listener and adept communicator (both written & oral)
• Effectively deals with stressful situations free of emotion or personal bias

Financial:

• Ability to use credit card payment software to accurately take payments

Technical:

• Ability to fluently use Microsoft Office 365 & Outlook, BuildOps, Teams, GPS Verizon Network
• Must have high attention to detail