Customer & Operations Coordinator

Job details

• Salary: $36,000 - $50,000 a year
• Job Type: full-time exempt
• Work schedule: Monday through Friday, and occasionally on Saturday

Full Job Description

Our rapidly expanding company is looking for the right person to fill our Customer & Operations Coordinator position. If you are willing to learn details of our service and have a passion to serve their customers, please apply.

The Customer & Operations Coordinator has these primary responsibilities; (1) to win customer jobs by carefully listening to and gaining an understanding of customer needs, concerns, and preferences, (2) to manage the entire customer relationship from scheduling the customer projects to payment collection, and (3) to communicate schedule information to the technician and track job status and performance.

Responsibilities (at the entry level):

• Engage daily with new leads and provide impeccable customer support
• Provide knowledge to each new lead and collect appropriate details about the customer and the job
• Manage the full cycle of a lead and the resultant work order including lead initiation, lead follow-up, work order initiation, job scheduling, job notes, job invoicing, and payment collections
• Document all customer inquiries and record in the House Doctors software
• Promptly return all customer emails and voice mail messages
• Use applicable customer satisfaction tools to resolve customer concerns
• Become educated on handyman terminology and the House Doctors geographic territory
• Coordinate, communicate and oversee schedules for technicians

• Maintain daily technician schedule and communicate any changes with appropriate technician(s) and House Doctors staff
• Provide telephone, office support and job directions to technicians
• Complete time-sheets on a daily basis
• Provide feedback to management for the continued and improved performance of the department to foster positive results and growth
• Work as a team player - assist other team members when in need of support
• Other duties as assigned

Desired Skills:

• Excellent communications skills when speaking person-to-person and when using phone, email and text
• Excellent customer service skills
• Ability to work diligently and calmly in a multi-tasking environment
• Work independently and in a team environment and committed to achieving goals in a team-based setting
• Comfortable handling conflict

Required Education and Experience:

• High School diploma or GED
• 2-year associate preferred
• 2+ years of related/relevant work experience preferred
• Must be proficient in MS Work, Excel and Outlook and be able to learn CRM software
• Customer Service: 2 years (Preferred)
• Scheduling: 1 year (Preferred)

Work Location: Manassas, VA

Benefits:

• Seven Holidays paid
• Vacation
• Discount on home repairs
• Bonus Plan
• Future opportunity to work from home