Service Administrator WWS

GREAT OPPORTUNITY at Western Windows!!

Service Administrator Position opportunity on Day shift.

Days/Times - Monday - Friday (6am-3pm or 7am-4PM) with OT

Pay Rate starting at $22 per hour and could go higher depending on experience!

The Service Administrator will be responsible for providing excellent customer service to internal and external clients.  This position is located in Phoenix and is an office position onsite.

• Ability to learn and understand Western’s field service processes including order entry and backorder processes 
• Provides exceptional customer service to inside and outside clients 
• Works with outside dealers with understanding Western’s quoting and ordering process 
• Processes customer service orders through proprietary software application 
• Maintains phone and electronic mail communication with Dealers and Homeowners 
• Responsible for being the first point of contact for the incoming customer/dealer calls from the front desk, and following up as necessary  

1. Responsible for the service@westernws.com email – answering incoming messages within 1 business day with helpful and accurate information, and maintaining a good customer experience 

1. Responsible for monitoring servicecare@westernws.com email – answering the incoming message within 1 business day, compiling the given information into the tech request accurately, sending the request to the designated tech within 1 business day, receiving the executed report from the tech and editing for any grammar mistakes then filing the report with the appropriate name and in the correct folder within 1 business day, sending a copy to the dealer representative that requested the service care, and ordering any necessary parts requested by the tech to complete the service care step 

• Responsible for the reordering of reported stock out materials as notified 
• Responsible for the processing of completed jobsite reports from the field technicians within 1 business day - this includes: editing the reports for grammar mistakes, filing them with the appropriate names in the correct folders, sending a copy of the filed reports to the dealer and salesperson, removing the entry from the tech spreadsheets, and completing the open ticket out of the service module if applicable 
• Install Training Coordination – when install training for service is scheduled, responsible for reserving hotel rooms for dealers and customers; planning the meals and ordering the catering; reserving tables at restaurants; reserving the rental vans for transportation; and keeping track of all invoices 
• Responsible for the backorder report and notifying dealers of backorders as they are reported 

• Microsoft Office (Word, Excel, & PowerPoint) 
• 2-3 Year of Customer Service Experience