Position Summary

Provides general administrative support to the Service Team, which may include responding to customer call and inquiries, assigning and dispatching service technicians, processing work orders and billings, and researching and resolving discrepancies.

Position Details

• Serves as primary point of contact for assigned teams' customers.

• Receives customer warranty calls and service calls, determines the nature and extent of the service problem, and schedules the appropriate service to address the customer's needs.  

• Assigns and dispatches the appropriate service technician to match the needs of the call in a timely manner. Informs customers of ETAs and notifies them of any delays as they occur.

• Manages work order documents and project invoicing (A/P).

• Provides labor resources to support PMs, PEs and techs for large and small projects.

• Coordinates materials, sub-contractors and equipment based on needs, skill sets and availability.

• Responsible for generating, interpreting and printing various reports. Dispatch Field Technician and coordination. Facilitates technician onboarding.

• Researches and resolves expenses and reports discrepancies. Updates and retains customer account information related to special billing conditions, tax status, invoice approval contacts, billing addresses and special billing rates. Prepares yearly, monthly and weekly execution plans for Preventive Maintenance, Repair and Replacement work.

• Partners with other team members on accounts receivable and Customer Satisfaction, including Client follow-up / Retention program - Projects & Agreements - and satisfaction management.

• May assist with onboarding and developing Service Administrator.

Qualifications

• Minimum high school diploma or GED

• Associate degree (AA) preferred

• 2+ years related experience and/or training

• Solid verbal and written communication skills

•  Solid customer service skills

• Solid ability to multi-task and prioritize

• Good attention to detail

• Good Excel and Word skills

Benefits

As a 100% employee-owned company, we offer a comprehensive benefits package for you and your family:

• 401(k) plan with 50% company match (no cap) and immediate 100% vesting

• Medical, dental, and vision insurance (100% paid for employee)

• Annual bonus program based upon performance, achievement, and company profitability

• Term life, AD&D insurance, and voluntary life insurance

• Disability income protection insurance

• Pre-tax flexible spending plans (health and dependent care)

• Paid parental leave

• Paid holidays, vacation, and personal time

• Training/professional development opportunities and company-paid memberships for professional associations and licenses

• Wellness benefits

About Southland Industries

As one of the nation's largest MEP companies, Southland Industries is built on the foundation of great people. Since 1949, we have put our people first, enabling growth, professional achievement, and innovation. If you want to join a fast-paced environment where you're engaged, challenged, and valued, apply now to join our dynamic team.

To learn more about careers at Southland, explore our career opportunities (https://southlandind.foleon.com/experienced-professionals/brochure/) , follow us on social media (https://www.linkedin.com/company/22132/?trk=tyah) , and check out our website (https://southlandind.com/) .

Southland Industries and all its subsidiaries are an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. We are committed to the principle of equal employment opportunity for all employees and to providing our employees with a safe work environment free of discrimination and harassment. All employment decisions at Southland Industries are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, gender, national origin, ancestry, age, disability, medical condition, marital status, family care or medical leave status, veteran status, or any other status protected by the laws or regulations in the locations where we operate. Southland Industries will not tolerate discrimination or harassment based on any of these characteristics.

Contingent Employment: All employment offers are contingent upon successful drug tests, background checks, and professional reference checks. Roles that include driving as an essential job duty will be required to have a successful Motor Vehicle Record check (MVR). We are not able to offer sponsorship of employment at this time.

External Agency Announcement : Its Southland Industries' policy not to accept candidate submissions from recruiting agencies without an active and authorized work order. Candidate ownership can only be established after a bona fide work order is issued by a member of the Southland Industries Talent Acquisition team and the candidate is appropriately submitted through our Applicant Tracking System (ATS).

Required Skills

Required Experience