Welcome!
We are looking for a passionate National HVAC Provider Coordinator who will partner with us and our HVAC service provider network to ensure the long-term success of our clients. This position will be responsible for developing long-term relationships with our service provider network and will be interacting with our internal teams to bring the highest level of service to our clients. The primary responsibility is to oversee and grow the service provider network into a strong dependable resource.
This position will consistently liaise between cross functional internal teams including our sales department, account management department, and billing department to find solutions and resolutions with the service provider network. The successful candidate will be able to ensure timely and successful solutions for Engineering Excellence and our clients.
The ideal candidate will be able to successfully function in a fast-paced multi-faceted organization while maintaining outstanding customer service delivery and support.
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Education and Experience:
Minimum associate degree or three to five years of related work experience, or equivalent combination of education and experience.
Essential Duties and Responsibilities:
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Operate as lead point of contact for any and all matters regarding the service provider network; this includes recruitment and management
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Responsible for setup of all service providers through the collection of all required onboarding documents such as: Master Service Agreement (MSA), survey, W9, ACH form, and insurance
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Partner with internal service management team as well as the service provider’s team to find resolution regarding customer issues – This includes conducting vetting or introduction meetings between service management team and service provider
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Build and maintain strong, long-lasting relationships with the service provider network
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Communicate clearly and enforce our expectations with the service provider network
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Create and deliver service provider scorecards (annually or semi-annually)
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Assist with high severity requests and manage escalations as needed
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Review of work orders when expertise is needed
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Maintains active contact with other departments, which is positive and supportive. Ensures communication with team members is conducted in a manner that builds trust and leads to efficient and effective problem resolutions
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Work closely with Account Managers, Service Manager, Sales Team, Dispatch, Ops Support, Billing and Quote team to ensure success of daily operations
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Reviews and analyzes EFM (Electronic Facility Management) tools such as Service Channel to gather and evaluate KPIs regarding Engineering Excellence and service provider customer locations
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Other duties as assigned
Required Position Knowledge, Skills and Abilities:
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Customer Service — Knowledge of principles and processes for providing customer services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction
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Persistence – a determination and willingness to push forward and complete the tasks when coming up against resistance
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Economics and Accounting — Financial acumen that results in fiscally sound decisions
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Complex Problem Solving — Identifying complex problems and reviewing related information to develop and evaluate options and implement solutions
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Initiative and Drive – Take on projects and needs without being prompted. Using foresight to think ahead.
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Critical Thinking — using logic and reasoning to come to solutions
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Demonstrated ability to communicate, present and influence credibly and effectively
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Proven relationship building skills and experience
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Proven ability to manage multiple items at once and pay strict attention to each item
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Excellent listening, negotiation and presentation skills
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Excellent verbal and written communication skills
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Previous HVAC industry experience preferred but not required
Desired Computer / Software Knowledge:
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Microsoft Word (Intermediate - Advanced)
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Microsoft Excel (Intermediate - Advanced). Ability to create formulas, pivot tables, import/export to and from databases.
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Microsoft Outlook
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CRM software
Service Experts Heating & Air Conditioning is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.
The job description is not intended to be a complete list of all responsibilities, duties or skills required for the job and is subject to review and change at any time, with or without notice, in accordance with the needs of Service Experts.
Service Experts is committed to making our workplace accessible to individuals with disabilities and will provide reasonable accommodations, upon request, for individuals to participate in the application and hiring process. To request an accommodation, please email [email protected]
