Cleveland, OH

Service Manager – HVAC

TITLE: Customer Experience Coordinator

DEPARTMENT: Customer Experience

REPORTS TO: Customer Experience Team Manager

SUBORDINATES: Customer Experience Specialists

LOCATION: Cleveland, OH

FLSA STATUS: Exempt

APPROVED/REVISED DATE: May 2023

Our Client is a facility solutions company. Our goal is to enhance the satisfaction of our customers by providing superior customer experience through HVAC design, electrical upgrades, building automation systems design and installation, maintenance, and repair services. We have a reputation for delivering efficient, cost-effective solutions while reducing energy usage and environmental impact. Our dedicated team is focused on providing exceptional service and creating long-term partnerships with our clients. We are currently seeking a skilled Customer Experience Coordinator to join our team in Cleveland, OH.

JOB SUMMARY:

The Customer Experience Coordinator will play a key role in achieving service gross profit objectives, managing day-to-day operations, and ensuring customer satisfaction. This individual will work closely with customers to fulfill contractual obligations related to HVAC and electrical system maintenance. Additionally, the Coordinator will collaborate with a team of technicians and subcontractors to effectively oversee a portfolio of projects, while maintaining accurate documentation. The role also entails participating in the design, estimation, and proposal of new service projects, as well as upgrades to existing agreements.

DUTIES/RESPONSIBILITIES:

  • Achieve planned gross profit through effective management of the team
  • Delegate and organize work assignments based on job descriptions and procedures, fostering team agreement on objectives
  • Conduct thorough performance audits, documenting results and providing necessary follow-up
  • Perform job site visits to ensure quality performance of equipment and facilities
  • Provide clear instructions, resources, and logistical support to maximize productivity
  • Motivate and maintain high employee morale within the team
  • Manage labor costs by coordinating staffing for optimal job execution
  • Promptly address and resolve customer complaints to maintain strong relationships
  • Implement customer C.A.R.E.(S) principles to ensure long-term satisfaction
  • Support sales force in customer engagements as needed
  • Optimize equipment, tools, and material utilization to drive efficiency
  • Control expenses, aligning with annual plan objectives
  • Develop and deliver training programs to enhance individual and team skills
  • Maintain technical capabilities that align with contractual commitments and market demands
  • Conduct regular meetings to review status and performance with team members and supervisors
  • Compile information and observations to provide recommendations regarding service operations
  • Forecast workforce, manpower, vehicle requirements, and gross profit levels
  • Effectively negotiate price escalations during agreement renewals
  • Proactively address contract cancellations and strive for high contract renewal rates
  • Collaborate with operations manager to determine appropriate crew sizes and make necessary adjustments

SALES RESPONSIBILITIES:

  • Achieve project sales target of at least $450,000
  • Direct subordinates to generate and report leads and sales opportunities to promote new business and upgrades
  • Provide qualified leads to sales personnel and share information about competitive sales efforts
  • Generate and contribute at least 6 leads to construction during the year
  • Encourage field technicians to propose and close at least one opportunity per month

SUPERVISOR RESPONSIBILITIES:

Interview, assist in hiring, review, and discipline subordinates as necessary.

QUALIFICATIONS:

  • Minimum of 5 years of experience as a Service Technician, Service Manager, Project Sales Representative, or Operations Manager
  • 5 years of experience managing commercial accounts
  • 5 years of experience in commercial, educational, governmental, or industrial facilities

KNOWLEDGE, SKILLS & ABILITIES:

  • Excellent communication skills (oral and written)
  • Ability to maintain positive working relationships
  • Strong organizational skills
  • Professionalism, tact, and negotiation skills
  • Ability to maintain satisfactory attendance

WORKING CONDITIONS:

This job operates in a professional office environment. Standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines are routinely used. The role also requires travel to business appointments and job sites, occasional exposure to climbing ladders, and handling mechanical equipment after proper training and safety compliance.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is occasionally required to stand, walk, sit, handle or feel objects, tools, or controls; climb stairs and ladders, and talk or hear. The employee may need to occasionally lift or move office products and supplies weighing up to 20 pounds.

Our Client offers competitive pay, an outstanding benefits package including 401(k) with company match, health/dental/vision insurance, life insurance, LTD, flexible spending accounts, paid time off, yearly performance bonus, access to an on-site gym, and a positive work environment.

Our Client is proud to be an equal opportunity employer and maintains a drug-free workplace.

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