Customer Service Representative and Small Projects Manager
- Serve as primary owner-facing point of contact from project turnover through warranty.
- Manage customer satisfaction and provide resolution on complaints, concerns, and invoice disputes in conjunction with the Service Manager.
- Recognize and communicate opportunities for additional work, improvements, and preventative maintenance.
- Work with the Building Services team to implement and maintain a consistent customer satisfaction and follow-up process (PMs, small projects, work orders, ESCO).
- Communicate customer testimonials, concerns, and service feedback to the Building Services operations team.
- Deliver small projects sold by the Small Projects/Building Services teams to a complete and satisfactory conclusion.
- Manage the transition from sales to operations, ensuring all project information and requirements are accurately communicated, documented, and tracked.
- Coordinate with Sales, Dispatch, and field/service technicians to schedule work, procure materials and major equipment, arrange rentals, and resolve operational issues.
- Process quoted boiler and other small projects and coordinate ordering of parts with service technicians.
- Prepare, review, and negotiate scopes and pricing with subcontractors when needed.
- Approve project-specific invoices for Building Services projects (including Harrisburg and Allentown).
- Conduct regular project status reviews, track manpower projections and backlog for Building Services small projects, and support closeout documentation (warranty letters, IOMs, etc.).
- Review and submit field employees’ expense reports as required.
- Act as primary liaison between Building Services and Construction/Energy Services project teams.
- Attend project turnover and small projects hand-off meetings as the Building Services representative when necessary.
- Coordinate service technicians for pre- and post-startup, warranty-related labor, and related field support in coordination with the dispatcher.
- Request and route potential preventative maintenance information to the Business Development/sales teams and pass through service quotes to the appropriate salesperson/account owner.
- Coordinate technician-generated proposal data, prepare proposals, and forward additional opportunities to the appropriate internal teams.
- Coordinate documentation and work with the dispatcher to schedule backflow submissions and related compliance items.
- Provide backup assistance to the dispatcher when applicable.
- Coordinate onboarding schedules and initial support for new service technicians and apprentices.
- Collaborate with all Building Services personnel (Sales, project teams, operations, service technicians, etc.) to promote mutual cooperation and support company goals.
- Assist with material ordering and staging for PMs (e.g., air filters, belts, coil cleaner) in conjunction with PM leads and dispatch.
- Provide recommendations on departmental workload and resource allocation based on pre/post startup and warranty demands from internal project workloads.
- High School Diploma required, Associate’s degree preferred
- Minimum 3 years of experience in mechanical service or construction industry required
- Minimum 3 years of experience in a corporate/office setting
- Proficiency with Microsoft Excel, Word, and Outlook
- Excellent written and verbal communication skills
- Strong focus on quality, efficiency, and customer service
- Energetic self-starter with a high sense of urgency
- Proven ability to juggle multiple high-priority tasks and manage competing deadlines
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