Role Description:

We are looking for a Schedule Specialist who is excellent at customer service and administrative support. The ideal candidate should be a self-starter with empathy towards our customers and team, as we work at a fast pace. We value someone who can empathize with our customers and team while being proactive in their role.

The Schedule Specialist will handle customer phone calls and organize service calls for Plumbing and HVAC technicians to ensure they can move quickly and efficiently from job to job throughout the day. They are responsible for overseeing the schedule of these technicians and communicating with the Service Manager about directing them to jobs that need attention.

Schedule Specialists are highly detail-oriented and organized. They multitask between managing the schedules of field technicians by matching them to jobs based on location and skill level requirements, providing logistical support, answering customer phone calls, keeping customers informed of job progress, and acting as a liaison between subcontractors, customers, and the Service Manager; including tracking job progress.

The Schedule Specialist maximizes the technicians' jobs by using routing, maps, and customer information to determine the most efficient and productive scheduling. They gather, record, and maintain customer information in our database. They engage in polite and professional discussions with customers to uncover their needs and ensure a technician attends to each customer. They also assist with regular office maintenance and perform other duties as the company or team leader requests.

What Winning Looks Like:

•  Clearly communicate with customers through various channels (in-person, phone, email, and text).
• Understanding that customers are the top priority in this role.
• Anticipate customer needs and show empathy towards their situation.
• Excel at administrative tasks by being proactive and organized.
• Take ownership of your work and always look for ways to improve efficiency and communication.
• Approach problem-solving with a "serve"-minded attitude and provide regular feedback to your team Leads.
• Be open to feedback and take the initiative in implementing improvements.
• Continuously learn, grow, and develop your skills to stay at the top of your game.

Responsibilities:

Administrative Support:

• Synchrony administration
• Review agreements monthly and proactively contact customers for renewal
• Contact customers to schedule any missed appointments
• Register plumbing and HVAC equipment within 15 days of installation
• Purchase extended labor warranties within 15 days of installation
• Act as an active assistant to Team Leads
• Assist with general office maintenance tasks such as taking out the trash, washing dishes, disinfecting surfaces, restocking water, and other related duties.
• Perform research and place orders for miscellaneous HVAC and plumbing items.

Customer Support:

• Promptly dispatch the appropriate service professionals to the job site
• Prioritize urgent tasks and ensure accurate and efficient completion of all tasks with warm and welcoming customer service
• Proactively communicate with the Service Manager and customers to provide the best possible service
• Respond to inquiries quickly and efficiently
• Manage and maintain a dispatching board to maximize efficient capacity
• Answer a high volume of calls and schedule service and maintenance appointments
• Invoice customers and keep track of billing information
• Organize files and maintain detailed notes in our database
• Be familiar with our company's Priority Service Package
• Keep a call log for all calls and create/send invoices, process customer payments, and send quotes
• Follow up with Service Manager and customers to maintain good relationships
• Identify and prioritize tasks, handling each job with urgency
• Perform general office duties such as filing, sorting, and answering phones as a customer service representative and professionally greeting customers immediately 

Education and Experience: 

• High school diploma or GED certificate required
• Previous experience in dispatching or customer service necessary
• Prior knowledge or experience in HVAC or plumbing would be beneficial
• Basic understanding of HVAC and plumbing concepts expected

Skills Needed to Win:

• Minimum of two years of experience in customer service and problem-solving
• Outstanding customer service skills through multiple channels (in-person, telephone, email, text)
• Strong communication skills, both written and verbal
• Excellent administrative, organizational, and customer service skills 
• Knowledge of company services, plumbing, and HVAC terminology
• Ability to set goals, plan, and meet deadlines
• Proficiency in Microsoft Word and Excel
• Proactive, responsive, loyal, trustworthy, sociable, and organized
• Flexible, focused, and detail-oriented
• Positive attitude, never assume, always verify, and eager to learn and explore
• Resourcefulness, efficiency, context awareness, and humility
• Passion for serving people and their team
• Ability to adapt to a fast-paced and ever-changing work environment

Physical Requirements:

• Prolonged periods of sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.

Schedule: 

Monday, Wednesday, and Friday

On-site in Williamsport, MD. 

Equal Opportunity Employer