Hourly pay range is flexible for highly qualified candidates based on experience, skills, and industry background.
Monday through Friday, 7:00 a.m. to 3:30 p.m.
Job Overview
Alpha Elevator Company is seeking a detail-oriented, professional Administrative Assistant to support customer communication, service intake, documentation, and general administrative workflows. This position serves as a front-line representative of the company and plays a key role in maintaining accurate records, preparing service agreements using approved templates, and supporting day-to-day office operations.
Application Instructions
Please apply through this job posting only. Phone calls regarding this position will not be accepted.
Primary Responsibilities:
Customer Communication
Answer incoming phone calls and emails promptly and professionally.
Maintain a calm, friendly, and helpful tone at all times.
Listen carefully to customer questions, concerns, and service inquiries.
Ask appropriate and targeted questions to fully understand the customer’s request during the initial call.
Gather complete and detailed information to minimize unnecessary follow-up or back-and-forth with customers.
Accurately and timely document all relevant details in the call log, including information needed for follow-up, service requests, or job entry into the scheduling system.
Attempt to de-escalate customer concerns using approved communication techniques and promptly escalate situations that require higher-level review or resolution.
Represent the company professionally in all verbal and written communications.
Email and Shared Inbox Management
Monitor and manage a shared company email inbox during assigned work hours.
Review incoming emails and respond in a professional and timely manner.
Use the appropriate signature block when responding to emails.
Route, flag, or escalate emails as needed for review by authorized team members.
Ensure customer inquiries received by email are documented, tracked, and followed through.
Maintain consistency in tone, accuracy, and professionalism across all written communications.
Service Offerings and New Customer Intake
Explain Alpha Elevator’s service offerings at a high level, including preventive maintenance, repairs, testing, modernizations, and new installations.
Answer general questions about available services without making recommendations, commitments, or technical determinations.
Gather required customer and unit details by phone or email.
Send follow-up emails requesting any missing information needed to prepare a service agreement or service request.
Service Agreement Preparation
Prepare draft service agreements using approved templates.
Accurately input all customer unit information.
Review drafts for completeness and accuracy.
Send prepared agreements to potential customers for review.
Coordinate corrections or clarifications prior to escalation or execution.
Information Review and System Use
Review work orders, service history, and customer records.
Review invoices with customers for informational purposes only.
Provide factual, non-speculative information based on system records.
Identify when additional review or authorization is required.
Documentation and Follow-Up
Document calls, emails, and customer interactions accurately.
Track follow-up items and ensure timely completion.
Update company systems with new or revised customer information.
Maintain organized and complete customer and service records.
Administrative and Support Tasks
Complete assigned administrative and project-based tasks.
Assist with document preparation, organization, and record maintenance.
Support internal workflows and general office organization.
Prepare information for review by authorized team members.
Role Growth and Additional Responsibilities
As proficiency in the role is demonstrated, additional responsibilities and job tasks may be introduced based on training, demonstrated capability, and business needs.
Additional responsibilities will remain consistent with the scope and expectations of the role.
Growth in responsibilities will be supported with appropriate guidance and clear expectations.
Demonstrated accuracy, professionalism, reliability, and adherence to role boundaries are required before expanded responsibilities are assigned.
Independence and Work Style Expectations
This role requires a high level of independence. After an initial training and onboarding period, the Administrative Assistant is expected to work autonomously, manage assigned responsibilities without constant oversight, and exercise sound judgment within established procedures. This position is best suited for someone who is self-directed, reliable, and comfortable taking ownership of their daily work. Consistent reliance on step-by-step direction after training is not aligned with the expectations of this role.
Escalation and Role Boundaries
Escalate matters involving pricing, billing adjustments, discounts, credits, scheduling changes, or policy questions.
Escalate contract term changes, exceptions, or disputes.
Do not commit the company to pricing, scope, timelines, or exceptions.
Do not provide technical opinions or assumptions.
Do not discuss internal matters with unauthorized parties.
Required Skills and Experience
Proficiency with Microsoft Outlook, Microsoft Word, and Microsoft Excel.
Strong basic computer skills, including file management, scanning, and handling PDFs and attachments.
Ability to navigate multiple software systems and templates efficiently.
Experience managing email communications in a shared inbox environment or similar setting.
Strong written and verbal communication skills.
High attention to detail and accuracy in data entry and documentation.
Ability to prioritize tasks and manage interruptions professionally.
Employment for this position is contingent upon execution of an employment agreement, including confidentiality and restrictive covenant provisions designed to protect company information and business operations.
Preferred Skills
Elevator industry experience.
Experience working in a service-based business environment, such as elevator, electrical, plumbing, HVAC, or similar trades.
Experience with QuickBooks or similar accounting software.
Pay: $20.00 - $25.00 per hour
Expected hours: 40.0 per week
Benefits:
- 401(k) matching
- Paid time off
Application Question(s):
- This role requires asking targeted questions and gathering complete, detailed information during the first customer interaction to minimize follow-up. Are you comfortable doing this?
- Applicants MUST have prior experience working in a service-based trade environment where field techs are dispatched to customer locations, service calls are scheduled and tracked, customer information is documented, and work is coordinated between customers and field technicians. (service-based trades such as elevator, electrical, plumbing, HVAC, generator, fire protection, building maintenance, or similiar trade industry). Do you have prior experience working in the elevator industry or in a service-based trade environment?
- Have you been previously responsible for answering customer phone calls, gathering service-related information, and documenting customer requests in a timely and accurate manner?
- Are you comfortable working independently, managing multiple priorities, and following responsibilities through completion without constant supervision or step-by-step direction?
- Are you comfortable documenting detailed call notes and entering accurate information into call logs and scheduling systems promptly?
- Have you had specific service-based trade experience working for a company that dispatched field employees to customer locations?
- This position is in-person and primarily based out of our Berlin, VT office. The scheduled work hours and our business ours are Monday through Friday, 7am to 3:30 pm. Customer calls and service requests may begin at 7 am. Are you able to reliably arrive at the office before 7 am and be fully prepared to begin your job duties promptly each scheduled workday?
Work Location: In person
