Office Manager and Customer Service

$41,600 - $41,600/Yr

A Plus Heating And Cooling - Sterling Heights, MI

Full-time - Entry Level

Sterling Heights, MI

Specialty Trade Contractors

About the position

The Office Manager and Customer Service position at A Plus Heating and Cooling involves coordinating and dispatching service technicians efficiently while providing excellent customer service. This role is essential for maintaining daily schedules, managing customer communications, and ensuring smooth operations within a dynamic work environment.

Responsibilities

• Maintain the Service Technicians daily schedules and dispatch the technicians as service calls are completed.
• Schedule return trips with customers when parts are in.
• Maintain the on-call schedule for service technicians.
• Maintain customer database with current information.
• Clear and concise communications with department managers, employees, and company customers.
• Provide accounting with maintenance contract billing information.
• Prepare service invoices and timecards for processing.
• Take incoming customer calls and schedule service calls as received.
• Create dispatch tickets for all service calls.
• Debrief Service Technicians after completion of each call.
• Respond to all messages left overnight and monitor company email.
• Maintain the dispatch board/schedule and forecast workload for 2-3 days out.
• Contact customers with a 'Parts Pending' status as parts are received for scheduling.
• Follow up on all pending and recommended work with customers.
• Maintain maintenance agreements, including billing, scheduling, and staging of materials.
• Help Service Manager with marketing issues as directed.
• Order parts for special orders and update customer files as information is received.
• Type service contract proposals for new customers and maintain on-call schedule.
• Maintain customer history files in the database and prepare paperwork for warranty parts.
• Facilitate return of warranty parts and update service database from service tickets.
• Maintain service invoice log and check service time cards for accuracy.
• Forward checks and payments to accounting and prepare payments for Manager review.
• Conduct happy calls/customer surveys.

Requirements

• High school diploma or GED
• 2 years of related experience in customer service, dispatching, or project management
• Advanced customer service skills
• Ability to multi-task and stay organized
• Geographical knowledge of service area or map reading skills
• Computer skills, particularly with Microsoft Office products

Nice-to-haves

• Working knowledge of HVAC industry preferred
• 3+ years of dispatching/customer service experience preferred
• Hospitality industry experience is a plus
• Advanced level skills using Microsoft Office products

Benefits

• Health insurance
• Professional development assistance