Service Operations Administrator

Service Operations Administrator – HVAC Company

We are a leading HVAC service and design company, specializing in equipment retrofits and system installations throughout the greater Bay Area. We focus on providing high-quality HVAC services, including new equipment replacements, design-build engineering, and repair solutions. Our San Jose office is currently looking for a dedicated Service Operations Administrator to join our dynamic team. We offer a supportive, family-friendly work environment that promotes a healthy work-life balance. At our company, we believe in creating opportunities for growth and fostering a positive, inclusive culture where every team member can thrive.

Qualifications

• Education: High School Diploma/GED required
• Customer Service Excellence: Must possess outstanding customer service skills and be comfortable managing phone inquiries with a professional demeanor.
• Organized and Detail-Oriented: Must excel in multi-tasking, prioritizing tasks, and managing interruptions in a fast-paced environment.
• Technical Proficiency: Proficient with Microsoft Word, Excel, Outlook, and Windows applications.
• Experience: Previous experience in reception, administrative, or service coordination roles is highly preferred.

Responsibilities

• Reception & Administrative Support: Efficiently handle incoming customer calls, providing clear and timely assistance while managing service appointment scheduling and technician dispatching. Utilize the Field Edge system to track appointments, assign technicians, and maintain accurate records of customer interactions.
• Coordination: Oversee the scheduling and dispatching of field technicians, ensuring that service calls are assigned promptly and efficiently. Monitor technician schedules to ensure optimal coverage and minimal downtime, ensuring that all customer service requests are addressed within agreed timelines. Ensure adherence to company service standards, aiming to exceed customer expectations.
• Customer Interaction: Act as the primary point of contact for clients, addressing their service inquiries, concerns, and requests. Maintain a professional and approachable demeanor, ensuring that all interactions are handled with courtesy and resolve any issues to ensure customer satisfaction. Follow up with clients post-service to confirm satisfaction and address any outstanding concerns.
• Work Order Management: Generate and review work orders for accuracy, ensuring they reflect the correct service details, technician assignment, and customer requirements. Forward completed work orders and necessary paperwork to service manager and update billing processes using QuickBooks, ensuring timely invoicing, payment tracking, and accurate recordkeeping.
• Team Support: Collaborate with service managers to assist with coordinating resources, ensuring the necessary manpower and tools are available for each scheduled job. Support the HVAC team with administrative needs, and proactively assist in resolving operational challenges to maintain smooth workflow and job efficiency.
• Material & Resource Procurement: Work closely with the parts department to ensure that the required materials and equipment are available and delivered to technicians on time for each job. Monitor inventory levels, place orders for additional parts as necessary, and ensure that technicians have all the tools and equipment needed to complete service calls effectively.
• Job Priority Coordination: Communicate with field technicians and service managers through the ExakTime system to assess job priorities, ensuring that urgent and high-priority tasks are completed first. Track technician progress, adjust schedules as needed, and address any delays to ensure jobs are completed in a timely manner and customer expectations are met.

Job Type: Full-time

Pay: $55,000.00 - $75,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Tuition reimbursement
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Work Location: In person

Salary : $55,000 - $75,000