Client Service Coordinator

Description

Essential Roles and Responsibilities:

• Screen incoming calls relating to the service department- dispatching Repair and Route Technicians as necessary.
• Place outgoing calls as needed.
• Gather detailed information regarding client service needs for both route and repair scheduling, including but not limited to: Body of Water Type: Pool, Spa, Pool/Spa Combo, Pool/Spa Separate, Trough, Fountain, Equipment: Needs, Desires, Heaters (Propane, Electric, Natural Gas), Sanitation Systems (Salt, Chlorinator), Filter Systems, Automation, etc., Current Service Company, if any, Desired Day of Week or Time for Service.
• Collect deposits on necessary sales orders.
• Communicate with other departments on necessary topics such as inventory needed, suspension or termination of service, sales referrals, etc.
• Create, assign and dispatch work order tickets while ensuring the proper inventory is readily available.
• Track assigned jobs through completion, communicating with clients on any job updates or change orders.
• Respond and forward emails that come to a shared inbox, marking the email with your respective color to indicate the matter is being handled.
• Operate office machines including copiers, scanners, phone and voicemail systems, computers and other standard office equipment.
• Participate in the Service Leaders L-10 Meeting, All Hands Service Meeting, All Hands Company Meetings and Morning Huddles.
• Manage internal databases to ensure all client data and metrics are up to date and accurate. These systems include but are not limited to Skimmer, NetSuite, Ninety.io and Ring Central.
• Promote company values and client care by contributing to the team based environment.
• Ensure the work tickets and billing sheets are complete with part numbers, all inventory used, labor hours and technician who performed the work, while communicating any needs to the Accounting department to ensure a complete service/accounting hand off.
• Generate a quote in NetSuite for miscellaneous route items including but not limiting to skimmer baskets, pump baskets and extra cleans.
• Ensure the proper set up for client profiles in internal databases, including but not limiting to, route assignment, billing instruments, gate codes, notes on client preferences and contact methods.
• Support Client Care Representatives on client de-escalation needs, scheduling needs, and dispatch needs.
• Communicate with clients, team members, vendors and other individuals to answer questions, disseminate or explain information, and address complaints.
• Review files, records, and other documents to obtain information to respond to requests.

Skills:

• Active Listening: Giving full attention to what other individuals are stating, taking time to understand the individual's points, asking appropriate questions and not interrupting.
• Reading Comprehension: Understanding written sentences and paragraphs in work-related documents and communications.
• Critical Thinking: Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to issues.
• Service Orientation: Actively looking for ways to help people.
• Social Perceptiveness: Being aware of others' reactions and understanding why they are reacting in that manner.
• Time Management: Managing one's own time to ensure deadlines are met.

Knowledge: 

• Administrative: Knowledge of office procedures and systems such as word processing, managing records, and workplace terminology.
• Customer Service: Knowledge of principles and processes for providing solutions to client needs- including but not limiting to- assessing and meeting quality standards for services and evaluation of client satisfaction.

Abilities:

• Oral Expression: The ability to communicate information and ideas in speaking in a manner that others can understand.
• Oral Comprehension: The ability to listen and understand information being spoken through words.
• Written Comprehension: The ability to understand information presented in writing.
• Written Expression: The ability to communicate information and ideas through writing.
• Near Vision: The ability to see details at close range.
• Information Ordering: The ability to arrange things or actions in a certain order or pattern according to a specific role or set of rules.

Requirements

• Must have the ability to pass a drug test once an offer has been made.
• Must have the ability to pass a background check once an offer has been made.
• Must have eligibility to work in the United States.