Currently accepting applications for the following positions:
Field Service Scheduler / Customer Service Representative
This is a full time in-office position in Lexington, Kentucky. Required hours are Monday-Friday 7:30 - 5:00 pm.
The Scheduler position is not an entry-level position as it is multifaceted and very fast paced.
Ideal candidate will have multiple years customer service experience involving the sale of tangible products and the scheduling of the entire sales process - from the initial estimating, to the final installation. Retail and call center experience will not suffice.
This position will ultimately manage the daily production schedules of the Service Technicians and Sales Representatives - which are constantly evolving.
Field service management (FSM) experience (dispatching/scheduling w/ FSM software) is a huge plus and will guarantee an interview.
QuickBooks experience would also be useful, but the majority of work for this position will occur in the FSM software.
Excellent phone etiquette and social skills a must; including the ability to maintain composure in high-stress situations such as upset customers or high volume phone traffic.
Drug and background checks will be completed, including social media and previous employers.
Product, parts, and software training will be provided and will be extensive, as there are many different brands/models and many different moving parts of a garage door. Therefore, the potential candidate must be in this for the long-term and have the ability to retain their training. Full training for this position could take up to six months.
Full benefits available after 3 month probationary period:
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Health Insurance
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401k Retirement
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Paid Holidays
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Paid Vacation
Job responsibilities include:
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Answering the main phone line - accurately and intuitively screen & dispatch calls to appropriate support staff and/or scheduling customers with the appropriate Service Tech or Sales Rep.
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Service estimating as needed, as well as educating customers on the differences in products/their functions and helping them decide which products will suit their needs best.
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Manage and update Service Vendor accounts in their portals as needed.
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Continual updating and upkeep of the Service & Estimate schedule.
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Billing/finalizing repair services as they're completed daily and process customer payments.
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Daily adjusting of the Tech timesheets based on their time logged in the FSM software.
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Correspond with customers regarding order updates, product warranties, etc. via email/text/phone.
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Assist with customer parts pickups. Includes creating sales orders/pick list and processing customer payment, then directing customer to the warehouse staff for pickup.
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Various other office tasks as needed.
