"Alerted.org

Position Summary

Supervises the Service Business Team, including, but not limited to dispatching, tracking, invoicing, billing, reporting, and customer service, in support of the Service Operations and Sales

Position Details

+ Ensures that that new job set-up is accurate and scheduling and dispatch are prompt through effective communication between Sales and Admin.

+ Ensures that service requests and customer account information are correctly entered and updated. Pertinent account information is collected from new/pending customers for credit verification/approval.

+ Ensures that service calls are prioritized properly and the needs of the customers are matched to appropriately skilled technicians. Tracks daily progress of service calls.

+ Ensures that technician work hours are promptly collected and entered on a daily basis.

+ Ensures that all service calls are dispatched in a timely manner and customers are provided an ETA and notified promptly of any delays. Communicates with customers to ensure work performed meets or exceeds expectations.

+ Ensures that customer billings and invoice delivery are preformed accurately and promptly.

+ Ensures that accounts receivables are recorded and monitored promptly and collections are performed in accordance with existing policy.

+ Ensures purchase orders are entered and issued accordingly.

+ Monitors performance and profit standards on service maintenance contracts, quoted service work, and T&M projects. Provides daily feedback status to the Operations and Sales Managers.

+ Manages and develops staff. Establishes performance standards and provides development and training opportunities to support optimal results achievement.

+ Partners with the Operations and Sales Team to develop and implement systems and procedures that foster positive customer relations and facilitate satisfactory delivery of service.

+ Investigates customer complaints to help remedy the situation and promptly implement corrective measures as required.

+ Partners with Operations and Sales Managers to develop department budget, monitor expenses and ensure the group operates efficiently and effectively.

+ Ensures that staff is working efficiently and effectively within budget or as required to ensure profitability.

+ Performs additional assignments as requested/needed.

Qualifications

+ High school diploma or equivalent

+ 10 years of progressive experience in service dispatch, administration and customer support.

+ Knowledge, Skills and Abilities

+ Thorough understanding of business/industry practices, standards and processes

+ Thorough understanding of and respect for safety and OSHA rules & regulations

+ Strong written and verbal communication skills

+ Strong organizational and problem-solving skills

+ Advanced computer skills, including MS Office and Field Service Software

+ Outstanding customer service skills; ability to handle multiple demands calmly and politely.

Benefits

As a 100% employee-owned company, we offer a comprehensive benefits package for you and your family:

+ 401(k) plan with **50% company match (no cap)** and immediate 100% vesting

+ Medical, dental, and vision insurance **(100% paid for employee)**

+ Annual bonus program based upon performance, achievement, and company profitability

+ Term life, AD&D insurance, and voluntary life insurance

+ Disability income protection insurance

+ Pre-tax flexible spending plans (health and dependent care)

+ **Paid parental leave**

+ Paid holidays, vacation, and personal time

+ Training/professional development opportunities and company-paid memberships for professional associations and licenses

+ Wellness benefits

About Southland Industries

As one of the nation’s largest MEP companies, Southland Industries is built on the foundation of great people. Since 1949, we have put our people first, enabling growth, professional achievement, and innovation. If you want to join a fast-paced environment where you’re engaged, challenged, and valued, apply now to join our dynamic team.

To learn more about careers at Southland, explore our career opportunities (https://southlandind.foleon.com/experienced-professionals/brochure/) , follow us on social media (https://www.linkedin.com/company/22132/?trk=tyah) , and check out our website (https://southlandind.com/) .

Southland Industries and all its subsidiaries are an **Equal Opportunity Employer** and prohibits discrimination and harassment of any kind. We are committed to the principle of equal employment opportunity for all employees and to providing our employees with a safe work environment free of discrimination and harassment. All employment decisions at Southland Industries are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, gender, national origin, ancestry, age, disability, medical condition, marital status, family care or medical leave status, veteran status, or any other status protected by the laws or regulations in the locations where we operate. Southland Industries will not tolerate discrimination or harassment based on any of these characteristics.

**Pay:** Final pay is determined by the education, experience, knowledge, skills, and abilities of the applicant, internal equity, and alignment with market data. For California, this ranges from $100,000.00 - $115,000.00 inclusive of annual base salary + commission potential, benefits and retirement program as outlined above.

**Contingent Employment:** All employment offers are contingent upon successful drug tests, background checks, and professional reference checks. Roles that include driving as an essential job duty will be required to have a successful Motor Vehicle Record check (MVR). We are not able to offer sponsorship of employment at this time.

**External Agency Announcement** : Its Southland Industries' policy not to accept candidate submissions from recruiting agencies without an active and authorized work order. Candidate ownership can only be established after a bona fide work order is issued by a member of the Southland Industries Talent Acquisition team and the candidate is appropriately submitted through our Applicant Tracking System (ATS).

Required Skills

Required Experience