Job Summary
As a Administrative Specialist, you will manage inbound and outbound customer interactions, coordinate service scheduling, provide technical and administrative support, and ensure smooth communication between clients, technicians, billing, AR, AP and internal teams. This role is critical to maintaining high customer satisfaction and supporting the efficient operation of our generator service and sales activities.
Key Responsibilities
· Answer inbound calls, emails, and web inquiries promptly and professionally, addressing customer questions about service scheduling, billing, system status, maintenance contracts, and general generator information.
· Schedule preventive maintenance, emergency service calls, and installations using the company’s service management software; coordinate with dispatch and field technicians for optimal routing and timing.
· Act as the primary liaison between customers and technicians, providing real-time updates on service status, estimated arrival times, and job completion details.
· Process service quotes, work orders, invoices, and warranty claims accurately and efficiently.
· Follow up with customers post-service to ensure satisfaction, solicit feedback, and identify opportunities for additional services or upgrades.
· Maintain accurate customer records, service histories, and contract details in the CRM and service platforms.
· Handle escalated customer concerns with empathy and professionalism, working closely with the Service Manager to resolve issues quickly.
· Support sales efforts by qualifying leads, providing basic product information, and transferring warm leads to the sales team.
· Assist with administrative tasks such as parts ordering coordination, inventory updates, and report generation.
- Accounts Receivable
- Generate and send customer invoices promptly after job completion
- Track payments, follow up on overdue accounts, and manage collections communications
- Reconcile customer payments and maintain accurate AR aging reports
- Accounts Payable
- Process vendor invoices, match to purchase orders/work orders, and ensure proper approvals
- Prepare and execute weekly/monthly vendor payments (checks, ACH, credit cards)
- Reconcile vendor statements and resolve discrepancies
- Billing & Invoicing
- Create accurate project-based invoices from service tickets, installations, and maintenance contracts
- Handle progress billing for larger commercial projects as needed
- Ensure timely billing to maintain healthy cash flow
- Bookkeeping & Financial Support
- Perform daily/weekly/monthly QuickBooks data entry and transaction reconciliation
- Maintain general ledger accuracy for income, expenses, inventory, and job costing
- Assist with monthly bank and credit card reconciliations
- Prepare basic financial reports and support year-end preparations for tax/accounting professionals
- General Administrative Tasks
- Answer phones, manage email inquiries, and provide excellent customer/vendor support. Assist with booking appointments
- Maintain organized digital and physical filing systems for contracts, invoices, and records
- Assist with scheduling, ordering office/parts supplies, and other operational support
- Help coordinate documentation for permitting, warranties, and compliance
· Promote and upsell preventive maintenance agreements and remote monitoring services when appropriate.
Qualifications and Requirements
· High school diploma or GED required; associate or bachelor’s degree in business, communications, or related field preferred.
· Minimum 2–3 years of customer service experience, preferably in a technical, trade, or service-oriented industry (e.g., HVAC, electrical, power systems, or equipment service).
· Excellent verbal and written communication skills with a professional and courteous phone presence.
· Strong organizational skills and ability to multitask in a fast-paced environment.
· Proficiency with Microsoft Office suite and experience using CRM/software systems (training provided on company-specific platforms).
· Ability to work flexible hours, including occasional evenings or weekends to support on-call coverage.
· Valid driver’s license preferred but not required.
Skills and Certifications
· Proven ability to handle difficult customer situations calmly and effectively.
· Basic understanding of technical terminology related to roofing
· High attention to detail and accuracy in data entry and documentation.
· Team-oriented mindset with strong problem-solving abilities.
· Familiarity with service scheduling/dispatch software a plus.
Compensation and Benefits
· Comprehensive benefits package including medical, dental, and vision insurance.
· 401(k)
· Paid time off, paid holidays, and paid training.
· Company-provided uniforms (if applicable), computer equipment, and ongoing professional development.
· Performance-based incentives tied to customer satisfaction scores and departmental goals.
Pay: $15.00 - $21.00 per hour
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Health savings account
- Vision insurance
Work Location: In person
