AUTHORITY:   To act in the best interest of the company and self in the scheduling of

Service and the maintaining of proper customer relations and records.

RESPONSIBILITIES

• Answer service phone calls and assist customers.
• Schedule service calls in a timely manner using Service Titan.
• Evaluate urgency of customer’s needs.
• Evaluate service technicians’ capabilities based on experience with Water Well systems, pump, windmills, and related equipment.
• Know geographic service area and dispatch accordingly.
• Understand the needs and expectations of service agreement customers.
• Knowledge of the whereabouts of each Water Well technician throughout the day.
• Knowledge of the status of all Water Well service jobs, including work in progress and parts on order.
• Ensure service technicians turn in all service invoices, job notes, and related paperwork for each completed service call.
• Process service work orders and data entry of work performed, and materials used in the company’s dispatch and accounting system.
• Ensure service agreement maintenance jobs are completed each month.
• Coordinating with installation supervisor on major jobs when a service technician is required.
• Processing any return of warranty and unused parts to vendors for proper credit.
• Make outbound follow calls to customers regarding recent service experience and         convert recommendations into booked jobs.
• Make outbound phone calls to perspective and existing Membership customers to promote and schedule preventative service for Water Well systems.
• Back up fellow coworkers with job duties to complete daily tasks as needed.
• Process credit card payments as needed.
• Promote effective communication through all levels of the customer service and field operations team.
• Assist in any other task that is requested by supervisor based on department or business needs.

 EDUCATION, KNOWLEDGE AND SKILLS REQUIRED OR DESIRABLE 

• High school diploma. Formal customer relations and telephone training desirable.
• Computer literate. Knowledge of Microsoft Windows desirable.
• Ability to work with computerized dispatching, word processors, spreadsheets and databases
• Self-starter, ability to work without close supervision.
• Ability to deal diplomatically and effectively with both customers and service technicians.
• Basic understanding of technical terms and parts related to the heating, air conditioning, ventilation and refrigeration trades.

SECONDARY JOBS:

• Answer telephone and route calls to appropriate person.
• Process credit card payments for service work orders.
• Support service technicians by helping to find and order parts for jobs and technical information when important.
• Making minor estimates and getting customer approval for service jobs when needed.
• Dealing with customer complaints and resolving problems.