Admin II

Admin II

Scheduling and Customer Service

Position Type: Full-time

Department: Operations Administration

Reports to: Branch / Office Manager

Job Summary

The Admin II role supports daily administrative operations, including scheduling, customer service, and coordination of technicians. This role requires a strong understanding of department workflows and the ability to independently resolve customer issues or escalate when necessary.

This role requires continuous, real-time computer use throughout the entire shift, including typing while speaking with customers and navigating multiple systems simultaneously.

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Key Responsibilities

• Manage inbound calls, voicemails, and scheduling functions
• Maintain technician schedules and optimize routing for efficiency and customer service
• Navigate builder portals for scheduling updates, warranty claims, and customer concerns
• Review and support technician replenishment reports
• Maintain working knowledge of garage door components, products, and manufacturers
• Handle customer complaint calls and resolve issues or escalate appropriately
• Maintain accurate documentation within scheduling and operational systems

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Technical Skills Requirements

• Demonstrated proficiency using computers in a professional work environment (not limited to personal use such as email or social media)
• Ability to type efficiently while speaking with customers and entering information in real time
• Experience navigating multiple systems, screens, and software platforms simultaneously
• Ability to quickly learn and operate scheduling, dispatch, and builder portal systems
• Experience with ERP, scheduling, or business management software (such as Acumatica or similar systems) preferred

Minimum Qualifications

• Previous administrative, dispatch, or customer service experience preferred
• Strong communication and customer service skills
• Demonstrated ability to handle customer issues independently
• Ability to multitask in a fastpaced environment
• Basic to intermediate computer skills
• Ability to learn technical product knowledge

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Physical Requirements

• Ability to sit for extended periods while working at a computer
• Frequent use of phone, keyboard, and office equipment
• Occasional lifting up to 20 lbs

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Work Environment

• Office environment with frequent phone and computer use
• Fastpaced, teamoriented setting

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The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this position. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required. Employees may be required to perform duties outside of their normal responsibilities as needed or as directed by management.