The HB Home Services division is committed to creating a 5-star experience for our clients and employee-owners. We empower our employee-owners to make this a great place to work and create value. Our goal is for you to find a fulfilling, authentic working environment that exceeds your personal expectations while also honoring our mission, vision, and core values. A workspace where happiness is observed!
ROLE: Plumbing Service Writer
POSITION SUMMARY:
The Plumbing Service Writer will support the Plumbing technicians by determining price & availability of parts needed for service repairs, as well as verify warranty coverage. This includes procuring materials and equipment needed for site jobs. This position will also be responsible for processing recommendations turned in by the technicians & will include preparing quotes & following up with the customer in a timely manner. This role works directly with the customer to provide and explain all the information necessary for them to make an informed decision regarding their plumbing needs. The goal of every employee-owner on this team is to provide a seamless transition from “call to install” while practicing and promoting our mission statement and core values.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
- Deliver a 5-Star customer experience while offering plumbing solutions to new and existing customers.
- Support the Plumbing team by assisting in aligning team goals & providing feedback on material needs.
- Provide timely and accurate procurement of the appropriate and specific parts and equipment needed to satisfy product requests.
- Execute on all sales opportunities generated from technicians & customer requests.
- Follow up promptly providing customers with repair estimates, scope of work and time frame to complete.
- Explain plumbing options and necessary information pertaining to each customer in a manner that assists them in making an informed decision regarding their plumbing needs and demonstrates value to them.
- Committed support of Sales, Operations, & Technicians
- Assist technicians on site with part availability and pricing.
- Communicate with the warehouse regarding equipment / materials that may need picked up, pulled, or delivered.
- Ensure the service level implemented promotes a seamless transition from “call to install”.
- Communicate with the Dispatch team to guide them on what is here and ready to be scheduled.
- Assist in fulfilling part returns & warranty processing.
- Assist with Price Book maintenance, product research, & warehouse duties.
- Provide back-up support for the HVAC purchasing team as capable.
- All other duties as assigned.
MINIMUM / PREFERRED EXPERIENCE AND EDUCATION:
- High school diploma, completion of G.E.D or appropriate work experience
- 2+ years Plumbing industry Sales / Service experience with residential customers preferred.
- 2+ years industry experience in residential PHVAC preferred.
- Experience in utilizing judgement to plan and accomplish a goal
- Excellent oral and written communication skills
- The ability to remain flexible and adaptable in work schedules and assignments as defined by departmental and organizational needs.
- Must possess proficient computer skills
- Operating knowledge and working proficiency with hand-held computer (i.e., smartphone, tablet).
PHYSICAL DEMANDS: 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 regularly required to talk or hear. The employee is required to sit; stand; walk; use hands to manipulate, handle or feel; and reach with hands and arms. This position requires the ability to occasionally lift office products and supplies, up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.