Service Admin

The Service Administrator is responsible for managing and coordinating the administrative tasks within the service department. This includes scheduling, processing service requests, maintaining records, and supporting the service team to ensure smooth and efficient operations. The role involves interacting with customers, technicians, and other departments to provide excellent service and ensure timely resolution of issues.

1. Customer Interaction:

2. Serve as the first point of contact for service-related inquiries from customers.

3. Provide quotes, schedule service appointments, and follow up with customers on service requests.
4. Ensure a high level of customer satisfaction through effective communication and timely service delivery.

5. Service Scheduling & Coordination:

6. Coordinate and schedule service appointments between technicians and customers.

7. Manage service job allocations based on priority, skill set, and technician availability.
8. Ensure the accurate and timely completion of service requests.

9. Documentation & Record Keeping:

10. Maintain accurate service records, including job details, technician notes, and customer feedback.

11. Update and track service orders, including materials used and time spent.
12. Generate and maintain service reports for management, tracking trends and areas for improvement.

13. Inventory Management:

14. Track and manage the inventory of service-related tools, parts, and supplies.

15. Ensure that technicians are equipped with the necessary materials for each job.
16. Order and restock parts as required.

17. Invoicing & Billing:

18. Prepare and process service invoices in a timely manner.

19. Review completed service orders and ensure all charges are correctly recorded.
20. Follow up on any outstanding payments or billing discrepancies.

21. Customer Feedback & Issue Resolution:

22. Collect feedback from customers after service completion and follow up on any concerns.

23. Address customer complaints or issues in a professional and timely manner.
24. Collaborate with service technicians and other team members to resolve complex service challenges.

25. Reporting & Administrative Support:

26. Assist the Service Manager with generating reports, tracking KPIs, and preparing departmental documentation.

27. Provide administrative support to the service team as needed, including handling calls, emails, and maintaining schedules.
28. Update internal systems with service updates and relevant information.

29. Compliance & Quality Control:

30. Ensure that all service activities comply with company policies, industry standards, and safety regulations.

31. Support the implementation of quality control measures to ensure service excellence.

• Education: High school diploma or equivalent required; Associate's or Bachelor's degree in business administration or related field is a plus.

• Experience:

• Previous administrative or customer service experience, ideally within a service-based environment.

• Experience with service management software is highly preferred.

• Skills:

• Strong organizational and multitasking skills.

• Excellent verbal and written communication abilities.
• Detail-oriented with strong problem-solving skills.
• Ability to work effectively both independently and as part of a team.
• Technical Knowledge: Basic understanding of industry-specific tools, products, and services is beneficial.
• Customer Service: Ability to maintain a professional demeanor and deliver high-quality customer support.