Service Lead Administrator

POSITION SUMMARY

Primary responsibility of supporting the Service Department goal of remarkable customer experience through achieving annual sales and appointment goals.  In conjunction with ACR team, responsible for appointment backlog, calendar organization, and dispatch of entire service team.  Maintain telephone contact with our customers, potential customers, and other parties for setting annual maintenance and follow up appointments for a variety of issues. Supports the company’s management, purpose, mission, and values.

ESSENTIAL JOB FUNCTIONS

1.    Represents the company through telephone contact in answering calls, scheduling 

       Annual Maintenance appointments, service calls, and following up on a variety of issues.

2.    Keeps customer files updated, complete and accurate.

3.    Monitors backlog goals and adjusts plans as necessary with Appointment Center, Service       leadership, and Marketing

4.       Performs a variety of administrative tasks to support other departments of the company.  

5.       Provides customers with a remarkable experience. 

6.       Regular, reliable on-site attendance. 

7.    Reviews and manages Service calendar

8.    Trouble shoot and resolve schedule conflict as it pertains to the Service calendar

9.    Attend weekly Service calendar review meeting

10.    Assigned to the Service Tech Call-In Overflow Queue 

11.    Answer questions related to Service scheduling and coach others as needed  

12.    Dispatch for emergency-related service calls as weather demands.

13.    Securing hotel stays for out-of-town assignments

14.    Approval of Service Sales and management of pending list.

NECESSARY KNOWLEDGE, SKILLS, ABILITIES, AND OTHER CHARACTERISTICS

1.    Knowledge of customer service principles and practices. 

2.    Skill in operating a personal computer and programs. 

3.    Skill in verbal communication.

4.    Ability to understand, speak, read, and write English.

5.    Ability to handle a variety of tasks.

6.    Ability to perform accurate data entry.

7.    Possess talent and personal traits:

•    Communication                        ●    Motivation

•    Customer Focus                        ●    Planning & Organization

•    Detail-Oriented                        ●    Self-Management

•    Stress Management    

•    Teamwork

•    Diplomacy & Tact                     

•    Empathetic Outlook                    

•    Interpersonal Skills    

EDUCATION AND EXPERIENCE

1.    High school diploma or GED preferred;  

2.    1 years of experience in customer service; or,

3.    A combination of education and experience that illustrates a proven track record in this field.

PHYSICAL REQUIREMENTS     0-24%   25-49%     50-74%     75-100%

Detect/recognize information in written materials and on computer screen               X

Communicate accurately on the telephone and in person with others                X

Move about/Traverse     X            

Accurately operate a computer and calculator                X

Ascend/Descend/Move self to lower position to inspect items under, on, or close to floor level     X            

Ability to drive a vehicle                                                                                                                                                           X            

Ability to enter and work in a crawlspace                                                                                             X            

Ability to travel overnight, up to 5 days a week                                                                                     X            

PHYSICAL DIMENSIONS FOR LIFTING, CARRYING, PUSHING, PULLING

Sedentary Work: Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to move objects. Job involves maintaining a stationary position most of the time. Jobs are sedentary if moving about is required only occasionally.