Jobs

Description

Job Summary:
As a Dealer Order Management Representative, you will be the front-line contact for our customers and internal sales partners; primarily answering calls for order management related inquiries- identifying models, finding pricing and availability, matching up HVAC systems, and offering system solutions. You will drive customer engagement and own resolution from initial order request through order post-delivery, which means collaborating and following-up with multiple teams to deliver what the customer needs. You will participate in continuous improvement activities to eliminate barriers to the order flow process and create a better customer experience.

Summary: Responsible for moderately complex planning, coordinating, controlling, and directing activities of operational resources. Also responsible for customer interaction, communicating with the Field Technician Supervisors, and coordinating jobs with Project Managers. Typically requires a one-year certificate from college or technical school; or three (3) plus years of related experience and/ or training; or equivalent combination of education and experience.

Education/Experience: One-year certificate from college or technical school; or three (3) plus years of related experience and/ or training; or equivalent combination of education and experience. Working knowledge of office equipment and Microsoft Office products. Familiarity with the operation of Energy Management Systems, HVAC Systems and/or Temperature Controls preferred.

Skills and Competencies: 

• LANGUAGE SKILLS - Ability to read and comprehend instructions, short correspondence, and memos. Ability to write correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.
• MATHEMATICAL SKILLS - Ability to add, subtract, multiple, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
• REASONING ABILITY - Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

Certificates, Licenses, Registrations: Valid Drivers License (occasional field visits).

Major Job Duties and Responsibilities:

• Coordinates service resources.
• Assigns team members to project.
• Schedules personnel, materials, sub-contractors and equipment based on project needs, skill sets, and availability.
• Inputs project location to system.
• Generates Work Order Documents, dispatches technicians, and notifies customers.
• Responsible for customer interaction/satisfaction.
• Interacts and communicates with all Project Managers and HVAC Field Technician Supervisor to assign/dispatch Controls Technicians and HVAC Technicians.
• Coordinates operations interaction with the Parts Department and Acquisition, as necessary. Reviews project paperwork, complete calls, and forwards project paperwork to Project Administrators.
• Maintains customer satisfaction by investigating concerns, routing them to the assigned staff, and responding to special requests.
• Logs service start-up and service work requirements in job tracking system. Responsible for generating, interpreting, and printing various assigned reports.

Flexibility to work overtime/weekends, as required.