Coordinator

As an Area Coordinator you work under the guidance of the regional coordinator. You would be responsible for providing an exceptional customer experience from the onset to completion of a customer's job. This includes the quoting, ordering of parts and maintaining of technician schedules within your areas. You are expected to be punctual, reliable, willing to learn, maintain a positive attitude, keep up with our fast paced environment, and be dedicated to the goals of our company. Area coordinators with multiple years of experience will be responsible for being a resource for newer coordinators.

• Provides exceptional customer service
• Handles heavy incoming call volume from Coversafe customers when needed
• Able to create or update customer profiles in Pavin The Way while on the phone with the customer
• Able to create service orders and retrieve all pertinent information regarding the scheduled job including payment info
• Able to explain CoverSafe maintenance plans and hourly rates in a clear and concise manner
• Able to explain and set up basic system and annual complete system maintenances
• Able to explain product warranties and CoverSafe labor warranty in a clear and concise manner
• Able to learn and utilize Pavin The Way database with ease
• Able to search Pavin The Way and our manufacturers websites for service history, part numbers, pricing, and other important information
• Able to resolve customer inquiries and complaints using good judgment without a supervisor
• Able to prepare and send quotes for all new and replacement cover systems
• Able to explain the installation process as well as how to properly operate an automatic pool cover to a new owner
• Understands all product offerings including types of cover systems, winter covers, maintenance and repair services
• Makes calls to confirm next day service appointments
• Sends out invoices upon service completion
• Documents customer information in a timely manner
• Assists controller with open accounts receivable making phone calls and sending statements to customers who have past due invoices
• Understands the time frame of jobs; installations vs. service calls
• Willing to work after hours to resolve problems or to schedule jobs
• Able to schedule service and installations in a timely and efficient manner, by geographic location
• Builds relationships with pool builders and other repeat customers
• Willing to assist, lead, and train customer care team representatives and other team members when needed
• Reviews service orders for accuracy and bills services
• Processes credit card payments and applies deposits to orders
• Creates and places “drop ship” orders for customers
• Accompanies the area leader to appointments with prospective B2B customers (Builders)
• Able to take direction and constructive criticism from Regional Leaders, COO and President

• Able to handle heavy incoming call and email volumes
• Able to answer incoming calls in a professional manner and provide accurate information
• Able to utilize an online database to input pertinent customer and job information
• Able to utilize a map to schedule services
• Basic knowledge/ability to learn and use Mac computers
• Basic knowledge of MS Office Suite
• Must have a High School Diploma or equivalent
• Able to multi-task and efficiently handle multiple ongoing projects at once
• Have a quick memory recall to remember important details
• Willingness to learn, grow and help others