Repairs Coordinator

Description

In this role, you will provide essential administrative and operational support to the Repair Manager, ensuring seamless execution of repair processes and delivering exceptional service to our customers. You’ll oversee everything from quoting internal and external leads to managing schedules, filing rebates, and following up on leads to drive revenue. Your organizational skills, attention to detail, and ability to handle multiple tasks will play a crucial role in maintaining the efficiency of our repair operations and exceeding customer expectations.

Responsibilities

Scheduling Repairs:

• Coordinate repair appointments, allocate resources efficiently, and ensure timely completion of customer repairs to maintain high service standards.

Customer Experience:

• The Repair Coordinator focuses on delivering an exceptional customer experience by ensuring repair processes run smoothly and efficiently. This includes maintaining proactive communication with customers via calls, texts, and emails to address inquiries, provide updates, and resolve issues. By prioritizing clear, empathetic interactions and timely responses, the Repair Coordinator helps deescalate concerns, meet customer needs, and uphold the company's commitment to service excellence.

Quoting Internal Leads:

• Collaborate with the internal team to deliver precise and timely quotes for repair services, factoring in materials, labor, and other variables to ensure customer satisfaction and accuracy.

Quoting External Leads:

• Engage with potential customers to provide detailed and competitive repair quotes, showcasing our expertise and commitment to exceptional service. Handle incoming leads, assess their needs, and set up estimates or quotes to initiate the repair process.

Follow-Up and Revenue Conversion:

• Proactively follow up with leads to maintain communication, address concerns, and convert opportunities into revenue-generating repair projects.

Internal Communication Management:

• Act as the central point of contact for the repair team, ensuring seamless internal communication. Promptly manage and distribute updates, scheduling requests, and task assignments to team members, fostering collaboration and efficiency. Maintain clear, professional communication to support smooth operations and keep the team aligned on priorities and progress.

Weekly Technician Meetings & KPI Management:

• Lead and facilitate weekly technician meetings following the 90 Tools system framework. Ensure that key performance indicators (KPIs) are accurately entered, monitored, and reviewed to track progress and identify areas for improvement. Use these meetings to align the team on goals, address challenges, and provide updates or feedback to drive efficiency and maintain high performance across the repair operations.

Administrative Support:

• Assist the Repair Manager with essential administrative tasks, including data management, documentation, and filing to ensure smooth repair operations.

File Austin Energy Rebates for VS Pumps:

• Process and file Austin Energy rebates accurately, ensuring compliance with required documentation and deadlines.

Warranty Work Management:

• Prioritize the timely scheduling of warranty repairs to ensure minimal downtime and maximum customer satisfaction. Oversee warranty work documentation and coordinate with suppliers or manufacturers to secure necessary parts promptly. Maintain clear and proactive communication with all stakeholders to streamline the process and guarantee accurate and efficient completion of warranty work

Requirements

Qualifications:

• Experience cleaning swimming pools is required.
• Experience repairing swimming pool equipment is a plus.
• Previous experience in an administrative or coordination role is preferred but not required.
• Exceptional organizational skills and a strong attention to detail.
• Strong communication and interpersonal abilities for team and customer interactions.
• Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.
• Self-motivated and proactive, with excellent problem-solving skills.
• Proficiency with office tools such as email, scheduling, and quoting software.
• Familiarity with repair and maintenance processes is advantageous.
• Customer service-oriented, with a dedication to providing exceptional support and assistance.

Benefits:

• Medical, Vision, and Dental Insurance
• Short and Long Term disability paid for by company
• Employee Assistance Programs for mental health and wellness
• Paid Time Off
• 10 Company Holidays
• Training and Development Opportunities
• Employee Purpose Plan

Schedule:

• In Office at Branch Location
• 9:00 am-6:00 pm Monday - Friday