CAREERS

Commercial Service Coordinator

SHAFER SERVICES PLUS, a leader in HVAC and Plumbing services in San Antonio, is adding a full-time, Commercial Coordinator to our family. This important team member will join our growing Commercial Plumbing division. We are seeking a positive, hardworking individual with customer service experience.

Under the supervision of the Commercial Operations Manager, the Commercial Service Coordinator performs a variety of specialized duties in support of the Commercial Team. Job responsibilities include assisting in job administrative execution, working with specific accounts, and supporting the Commercial Team processes. Key attributes include knowledge of office procedures, customer service, commercial process flow, administrative follow-up, etc.

JOB DESCRIPTION OVERVIEW

The Commercial Service Coordinator will independently perform a variety of functions as it relates to providing and managing the Commercial Process. As an independent functioning position, it requires a broad knowledge of the equipment used by Shafer Services, its procedures, and practices applicable to all facets of the business. A firm commitment to quality customer service is essential with both the customer and the field personnel (Sales, Installation & Service). This position requires excellent written and verbal communication skills, initiative, sound judgment, and organizational skills. The Commercial Coordinator will provide administrative support and process management for the Commercial Team.

The Commercial Coordinator manages day-to-day planning, operation, and problem-solving so that the team meets required levels of production metrics. The Commercial Coordinator performs a wide range of difficult to complex administrative activities related to the development and implementation of goals, objectives, policies and procedures. They respond to customer inquiries in an effective and efficient manner, listen to the problem or request, take the appropriate action by applying knowledge and utilizing all necessary resources in order to resolve the issue. They retain “ownership” of the customer’s problem until the customer has been informed of a resolution and confirms their satisfaction.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES – Including, but not limited to:

• Schedule dispatches for Shafer Commercial Team technicians
• Generate Purchase Orders
• Provide input for and actively work to achieve and maintain a healthy positive work environment. Display professionalism and serve as a role model. (i.e. promptness, positive attitude, work volume, professional behavior)
• Determine workloads and assign resources required to meet our customer expectations and company objectives
• Develop and ensure the attainment of call flow objectives and standards of performance through daily & weekly strategy planning and goal setting
• Interact with “ALL” departments in order to resolve any pending issues in a positive professional manner

OTHER DUTIES – Including, but not limited to:

• Understanding of company capabilities and service and effectively communicates all offerings to the client
• Answer and take the appropriate action for ALL calls
• Monitor, distribute and/or respond to any emails received in the company mailboxes
• Ensure that all processes and procedures are completed, quality standards are met, and customer sites are updated within the set customers’ expectations
• Resolve client issues efficiently, updating systems and informing the appropriate Service Manager of unresolved issues
• Clerical Duties Include: answering phones, creating service jobs, dispatching calls, filing, purchase orders, general customer service duties, other special projects

Qualifications:

• 2+ Years experience in Service Industry Coordination
• 2+ Years Customer Service Experience
• 2+ Years hands-on experience of Service CRM Dispatching/Coordination (ServiceTitan preferred)
• Prior industry knowledge preferred.

Skills:

• Proficiency with Microsoft Word, Excel, Outlook and familiarity with office equipment.
• Strong typing and written/oral communication skills.
• Basic leadership skills and comfort in taking command of situations professionally with respect to team and customers
• Excellent problem-solving skills
• Highly Detail Oriented
• Motivated, Goal Oriented, Persistent and Skilled Negotiator
• High Level of Initiative and Work Well in a High-Performance Team Environment
• Handles Stressful Situations and Deadline Pressures Well
• Plans and Carries Out Responsibilities with Minimal Direction
• Punctual and reliable

Shafer believes in building community and operates under five core values:

• treat people like family;
• do the right thing, even when no one is watching;
• be easy to do business with;
• exceed expectations;
• and provide mutual respect for all

Job Type: Full-time

Pay: From $50,000.00 per year

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Shift:

• 8 hour shift
• Day shift

Work Location: In person