Customer Service Representative
SunSource
ERP
Scheduling Administrator
Performance Systems Integration
full-time
Posted on:
Origin: • 🇺🇸 United States • Washington
Visit company websiteSalary
💰 $25 - $28 per hour
Job Level
Junior
Tech Stack
ERP
About the role
- The Scheduling Administrator is responsible for direct coordination and management of the daily schedules for Field Technicians providing fire protection services to a wide variety of customers. Expectations include optimal scheduling and dispatch of technicians to ensure all customer obligations are met within PSI efficiency standards.
- A flexible, hybrid schedule option is available after successful completion of training. Work 1-2 days remotely and 3-4 days in the office each week.
- Create and schedule service and inspection jobs with customers leveraging our Field Service Management software for fire alarm, sprinkler, suppression, extinguisher, and gate & door services.
- Review reports daily to ensure efficient technician schedules (jobs and travel time) meeting scheduling productivity standards.
- Maintain a list of jobs that have flexible service windows to allow for rapid updating of technician schedules due to last-minute schedule disruptions.
- Field emergency service calls and reroute technicians based on geographic location, availability, and required skillset.
- Assist technicians and customers with schedule-specific questions, escalating to the manager when appropriate.
- Meet PSI customer service standards through proactive communications via Field Service Management software, phone, and email.
- Ensure the customer clearly understands our fees for services rendered.
- Coordinate closely with technicians, managers and other internal stakeholders, relaying information to and from customers.
- Answer customer calls regarding inspections, repairs, and emergency services.
- Ensure all information needed by the technician to complete the job is up to date in the Field Service Management software.
- Confirm all customer information required for invoicing is up to date at time of scheduling (billing contact, purchase order, etc.)
- Other duties may include basic administrative tasks, reviewing inspection & third-party compliance reports, quoting time and materials at emergency service standard rates, and related special projects as assigned.
Requirements
- High School Diploma or GED
- Associate or bachelor’s degree preferred
- Minimum of 1-year administrative experience
- Scheduling and/or dispatching experience preferred, but not required
- Knowledge of or experience with fire life safety or other similar industries preferred
- Advanced computer and software skills, such as Microsoft, CRM, ERP, and work order management systems
- Demonstrated excellent customer service and professional etiquette
