This position is one of the most critical in the company. It plays a crucial role in building a successful Service Team and the voice to our customers in their emergency situations.

Any employee preforming this position must have great organizational skills, amazing customer service skills, top notch time management and the ability to work with sales and field personnel.

Job Requirements:

• You are in most cases the first and last impression with our customers. Make it a great impression.
• Communicate with all sales, service, and installation team members.
• Book service appointments with service techs as well as service and marketed customers.
• Ensure service personnel have 3 to 5 service calls per day.
• Confirm all calls 24 hours before the appointment while letting the customer know each appointment will take a minimum of 60 – 90 minutes.
• Make sure all Service Technicians have the parts, and equipment needed to perform each task.
• Calling customers 30 – 60 minutes before the technician arrives.
• Ensuring all decision makers will be present / available.
• Making sure after EVERY call the service technician debriefs and informs you on whether the job was complete, and if there is follow up needed.
• Once the service technician has debriefed, they can then be dispatched to their next call.
• This person in this position must know where ALL paperwork for each job is at ALL times.
• Paperwork must be turned in FULLY COMPLETED from the service technician with no exceptions. If it is not completed it must be turned back to the appropriate service technician to be completed. This must be done before any job is started (equipment pulled, permits pulled, etc.)
• Make Sure that the customer is aware and read with payment once the job is completed.
• Generate any invoices necessary for the customer.
• Confirm how the final payment will be handled with the salesperson and the homeowner before the completion of the job.
• Must encourage and hold each service technician accountable to following the process.
• May need to assist with financing approvals.
• Process the service call from beginning to end.
• Order necessary equipment, materials and possible rental tools or equipment needed in a timely manner.
• Schedule any necessary subs.
• Stage and label all equipment and material in the warehouse with customer name and job number. Jobs must be easily distinguished between each other for the technician.
• Monitor hours on jobs while staying in contact with the service technician and operations manager to ensure jobs are completed on time and within sold hours.
• Register equipment with appropriate manufactures.
• Get extended warranties completed and purchase on time.
• Perform Memorable Call to homeowner.
• Tracks the lead from beginning to end.
• Tracks where the lead came from.
• Tracks closing percentage, average ticket, sales dollars, and dollars per lead.
• Other sales and processing tasks as needed.

Other Office Tasks:

• Know and understand the role and duties of the CCR and how it relates to dispatch.
• Perform the Client Care Representative Position when needed. Every position in the office is required to perform the CCR position as needed. Which means answering the phone, scheduling customers and outbound calling to fill the schedule.
• Help with marketing tasks as needed.
• Ability to multitask.
• Work and game plan with management.
• Ability to work well under stress.
• Review the install and service schedule daily and collaborate manpower needs with the install dispatcher.
• Meet daily, weekly, and monthly install revenue goals.
• Other office tasks ass assigned and needed.