The Service Support Specialist will be a key member of the service administrative team and essential to day-to-day operations. This role will ensure the services we  provide meet Owens Companies standards of operational excellence. As a Service Support Specialist you will be expected to communicate with Owens customers for feedback on the performance once the service is complete. This position holds a high level of technical knowledge to be able to effectively communicate with technicians and customers.

RESPONSIBILITIES:

• Review all service tickets including hours worked, description of work, and status of work in order to complete the visit so it can be billed in a timely manner.
• Correspond with technicians to clarify any technical information.
• Work directly with the dispatchers to get preventative maintenance service scheduled.
• Communicate with the customer on scheduling the technician for PM to be preformed and communicate any scheduling changes as needed.
• Back-up for the commercial dispatchers as needed and understand processes created by each dispatcher.
• Answer incoming calls and schedule commercial service calls.
• Develop meaningful relationships with customers to encourage trust and loyalty.
• Communicate with customers regarding past worked performed and gauge their level of satisfaction.
• Implement the Customer Care Plan to track satisfaction of Owens team with customers.

 QUALIFICATIONS:

• Excellent customer service focus: first impression for Owens Companies – make their experience the best – always.
• Demonstrated ability to prioritize incoming customer needs while managing multiple administrative and operational responsibilities.
• Three or more years of experience in HVAC service coordination, dispatching, customer service, or a related mechanical service environment preferred.
• Able to multitask in a fast-paced environment and must be a self-starter.
• Working knowledge of HVAC/R service terminology, equipment, and technician skill requirements strongly preferred.
• Attention to detail and organization.
• Proficiency in Microsoft Word, Excel, & Outlook

 WHAT’S IN IT FOR YOU:

• $60,000–$70,000 annually, depending on relevant HVAC service coordination and dispatch experience.
• 100% employer paid health insurance for employees
• 100% employer paid dental insurance for employees
• Health Savings Account (H.S.A.) Plan
• 100% employer paid life insurance for employees
• 401k Retirement Plan with employer contributions
• Employer paid time off
• Opportunities for Career Growth & Development

This is a local, on-site role serving the Twin Cities Metro area. Candidates must reside within commuting distance of Minneapolis/St. Paul. Owens Companies manages all recruiting internally and does not engage third-party staffing agencies for this role. Please do not forward unsolicited resumes.