Job Description:
Overview
Overview:
We are proud to be America's Largest Independent Self-Performing HVAC/R Service Provider. Over the past 30 years, our continued focus on Quality, Value, and Integrity has enabled us to create strong relationships with thousands of long-term customer partners.
As we continue to expand, our focus remains on providing a top-notch work experience for our employees. If you are a quality-oriented individual who values integrity and hard work, then we want to talk to you! With our excellent review ratings on both Indeed and Glassdoor, Nextech has become the place to be for those in the HVAC Industry. Come join our team and start moving your career forward!
Role:
Under the general guidance from the POD Manager and POD Assistant Manager, the POD Service Specialist will be responsible for communicating the customer's needs and service histories to the field employees. They must manage the schedule boards and triage incoming calls while maintaining the database per the company's policies and procedures. The POD Service Specialist must also provide the proper support and communication to both internal and external customers.
Benefits:
- Excellent Health Insurance options
- Dental, Vision, Accident, Critical Illness, Disability and Supplemental Life Insurance options
- 7 paid Holidays
- 10 paid Vacation days
- Keep electronic schedule boards current at all times
- Follow the set process flow for managing all customer requests and open work orders
- Communicate the required information to the field, management and external customers, per company policy
- Support field personnel and management on customer and company requirements as well as making sure tasks and calls are completed in an expeditious manner
- Treat all customers and employees with respect
- Data entry of service performance and information as well as updates to the customers
- Verify work order readiness prior to any new calls being scheduled with dispatching team and present to the POD Manager for scheduling approval
- Coordinate the scheduling of jobs with Dispatch team in an efficient manner, with Assistant POD Managers support
- Proper purchasing and PO issuing, as needed to support the assigned market
- Verification on IVR, check-in/out for all customers with technicians
- Where applicable, verity and validate EMS readings and set points prior to releasing job to dispatch team
- Submit daily reporting pertaining to execution of account and work order completion
- Use internal reporting tools to understand customer account and provide tailored reporting based on customer request and need, and as directed by POD Management
- Other related duties as assigned
Required Knowledge, Skills, and Abilities:
- Strong customer service skills (Internal and External Customers)
- Extremely high level of urgency to resolve problems
- Strong organizational skills with ability to manage multiple tasks, prioritize, and meet deadlines
- High level of calendar/scheduling management skills
- Ability to focus on desired results
- Ability to adapt to very fast-paced environment and deadlines
- Strong attention to detail
- Excellent interpersonal and communication skills, both written and verbally
- Works well in a team environment as well as independently
- Must demonstrate organization and prioritization skills to manage time
- Ability to remain positive, proactive, and flexible
- Must have the ability to embrace change and adapt to changing circumstances
Education and Experience:
- High school degree or equivalent
- High level of computer skills, proficient in Excel
- High level of knowledge of MS Office, including Word, Excel, PowerPoint, and Outlook
- Experience in HVAC Industry or other service business is preferred
- Previous experience in administration and data management preferred
Physical requirements:
- Continuously able to work in office environment
- Continuously able to operate a computer and other office productivity machinery, such as a copy machine, telephone, and computer printer
- Continuously able to sit at a computer for up to 8 hours
- Able to alternate between sitting and standing, as needed throughout the day
- Occasionally able to lift up to 15 lbs.
- Continuously requires vision, hearing, twisting, and talking
- Occasionally requires walking, lifting, carrying, reaching, kneeling, pushing/pulling, bending, and crouching
- Rarely requires climbing
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