Position Purpose (Summary)

The function of this position is to:

• Perform data entry for Billing, Purchase orders, vendor invoices and client information.
• Schedule and book service or sales appointments when clients and prospects call
• Dispatch, manage and allocate resources to meet the expectations of our clients
• Handle multiple tasks, and set priorities independently

Admin Assistant/Customer Service Representative’s Responsibilities/Duties/Functions/Tasks

• Answer the phone quickly and professionally 
• Call customers to confirm maintenance appointments and schedule as necessary
• Perform service dispatch, and coordinate scheduling
• Debrief technician at end of call and record key information into client’s computer record
• Issue P.O.s and/or order parts and materials for truck restock and Non-Stock items
• Sell new service agreements and renew existing service agreements
• Grow, monitor and maintain the maintenance programs; update changes in ownership, add new install job information and review reasons for non-renewals
• Receive, record and maintain sales lead information and set appointments as necessary
• Communicate clearly, precisely, and in a friendly manner
•  Take and deliver messages as appropriate
•  Ensure messages are received and follow up is appropriate
• Ensure the accurate capture, data entry and maintenance of customer and business information into Company’s accounting program
  • Input Service work order details
  • Record customer payments
  • Record Vendor invoices
  • Provide vendor invoice to General Manager/Owner for approval for payment
• Work closely with the service, IAQ and sales departments, while recognizing and identifying possible sales opportunities that will facilitate appropriate follow up
• Be familiar with our company, products, and services so many questions can be answered without consulting others
• Alert managers quickly to significant customer issues, serving as a champion of the customers to our company
• Win the confidence of new clients when they call for service or repairs
• Schedule the client appointment and assign/match qualified staff to perform the work
• Increase revenue from established customers, and generate additional revenue from new customers by using proper sales techniques, problem solving skills and account management
• Follow-up on all leads, proposal, and potential sales until closed or lost
• Track lost sales
• Update the Customer Relationship Management (CRM) system for each interaction
• Perform customer satisfaction calls after each visit
• Ask for referrals, and inform client where and how to make them
• Have a good working knowledge of our products and services being offered (This may require additional study and training both on and off site)
• Continuously improve knowledge of HVAC work, and how Bailey’s Comfort Services operates to benefit the customer
• Establish goals and objectives as they relate to the position, along with a plan of action to attain or exceed set goals
• Regularly review and monitor progress against goals, and seek assistance as needed
• Communicate effectively with associates, superiors, vendors and customers
• Possess superior interpersonal skills
• Efficiently manage his/her time and schedule
• Be computer literate to the extent necessary to fulfill this function and knowledge of Excel and Word is required
•  Be very familiar with the use of smart phones, email and text messaging
• Be capable of understanding client needs, and favorably influencing their decision
• Constantly be learning through training from suppliers, trade shows, seminars, independent study, and other employees
• Clean, neat and professional appearance.
• Other duties as assigned