What are the responsibilities and job description for the Service Operations Specialist position at Vulcan Mechanical Services?
Overview
We are seeking a positive and detail-oriented Operations Associate to join our team. The ideal candidate will play a crucial role in ensuring efficient operations and providing exceptional customer service. This position requires strong communication skills, a customer-centric approach, and the ability to handle various administrative tasks. If you thrive in a fast-paced environment and and enjoy being of service to others, we encourage you to apply.
Duties
- Simultaneously support a team of field technicians and customers through proactive planning and timely responses while maintaining flexibility and a positive attitude.
- Develop a deep understanding of customer service agreements to include types of equipment, schedule frequency and budgets.
- Develop a strong rapport with customer via friendly, professional and timely phone and email interactions.
- Help answer incoming calls and respond accordingly.
- Respond to and dispatch new service request that may arrive via phone, email or interoffice request.
- Create new Service Orders in database as needed with careful attention to correct cost mapping.
- Plan and schedule monthly preventative maintenances utilizing the right technicians while coordinating with the customer.
- Support field technicians throughout the day providing job history or additional field support.
- Proactively track progress of jobs throughout the day to determine next steps.
- Complete daily audits of open service orders moving jobs towards billing as needed.
- Track planned repairs and update job statuses.
- Monitor email and respond timely to customer request.
- Assist with creating new Purchase Orders as needed.
- Participate in weekly progress meetings with Operations Team.
- Report maintenance compliance monthly to Operations Manager the fourth Tuesday each month.
- Immediately report any customer complaints to Operations Manager.
- Utilize GPS Monitoring System as needed keeping data updated.
- Update customer information such as contacts, phone numbers and billing information in all appropriate areas and update the team as needed.
- Assist in any special projects requested by Operations Manager.
Requirements
- Strong phone and email etiquette and communication skills.
- Previous experience in customer service or client services is preferred.
- Professionalism, positive attitude and great work ethic a must.
- Ability to work effectively both independently and as part of a team.
- Excellent organizational skills with attention to detail.
- A proactive attitude towards problem-solving and improving processes.
- Familiarity Google Sheets and Excel a plus but not required.
At Vulcan Mechanical Services, our culture is a top priority. We work hard and have fun while doing it! You'll enjoy company provided snacks & drinks while you work, group outings, the occasional cookout, and the highly anticipated Christmas party with door prizes. We enjoy coming to work each day and strive to provide an environment where you will too.
Job Type: Full-time
Pay: $47,840.00 - $58,240.00 per year
Benefits:
- 401(k) matching
- Flexible schedule
- On-the-job training
- Referral program
Shift:
- Day shift
Experience:
- Administrative: 5 years (Required)
Ability to Commute:
- Hoover, AL 35244 (Preferred)
Work Location: In person
Salary : $47,840 - $58,240