Job Posting: Maintenance Coordinator
Company: Spartan Pool and Patio
Location: 1400 24th Ave SW Norman, OK
Reports To: Maintenance Supervisor
Position Overview:
The Maintenance Coordinator is responsible for the coordination of all inbound maintenance-related communications and scheduling at Spartan Pool and Patio. This position will also include quoting new weekly service, scheduling Other Maintenance services such as: pool openings/pool closings, filter cleanings and one-time cleanings etc., addressing concerns with invoices and contributing to short collection time and low accounts receivables. The Maintenance Coordinator is integral in creating an outstanding customer experience and high retention rate of our recurring customer base and achieving the vision for rapid growth in the maintenance department.
Key Responsibilities:
Receiving and Dispatching Inbound Communications:
Act as the primary point of contact for all inbound customer communications related to maintenance inquiries, issues, and service requests (via phone, email, and online forms).
Dispatch maintenance work orders to technicians based on urgency, location, and technician availability.
Respond to customer inquiries, concerns, and maintenance requests promptly and professionally.
Provide customers with updates on service appointments, delays, and other service-related matters.
Customer Confidence & Relationship Management:
Establish rapport with customers to instill confidence in the company’s ability to provide effective solutions.
Address customer concerns with empathy and professionalism, offering clear and concise explanations and timelines.
Follow up with customers post-service to ensure satisfaction and resolve any remaining issues.
Demonstrate consistent communication to ensure customers feel heard, valued, and cared for throughout the service process.
Scheduling and Coordinating Maintenance Work Orders:
Schedule routine pool cleaning services, repairs, and maintenance according to customer needs, technician availability, and service capacity.
Coordinate technician schedules to optimize efficiency and service delivery.
Ensure all maintenance work orders are tracked, updated, and communicated to the appropriate teams in a timely manner.
Oversee completion of maintenance work orders, ensuring all tasks are executed to customer satisfaction.
Quoting Weekly Service for New Customers:
Provide accurate quotes for new weekly pool cleaning services based on the pool’s size, condition, and customer requirements.
Draft service proposals and send them to potential new customers.
Follow up on all quotes to answer questions, adjust proposals if necessary, and close the sale by converting quotes into signed service agreements.
Managing Service Agreements and Billing:
Prepare and send service agreements for weekly pool cleaning contracts.
Maintain accurate records of all signed agreements, including service terms, pricing, and schedules.
Oversee the billing of completed work orders, ensuring all charges are accurately processed and invoiced.
Track payment status and follow up with customers on any overdue payments, maintaining a clear and friendly communication approach.
Timely Follow-Up and Issue Resolution:
Ensure that customer concerns and inquiries are addressed in a timely manner.
Take responsibility for resolving customer issues or complaints by working directly with the service team, technicians, and other departments to ensure a quick and satisfactory resolution.
Maintain a proactive follow-up approach, ensuring that services are being completed according to the customer’s expectations.
Documenting and Tracking Service Information:
Keep accurate records of service requests, work orders, maintenance activities, customer interactions, and billing details.
Use the company’s customer relationship management (CRM) system or service platform to update and track service history, quotes, and work completion.
Team Collaboration and Support:
Collaborate effectively with the operations team, maintenance staff, and sales personnel to ensure smooth and efficient service delivery.
Foster a positive and supportive work environment, actively contributing to team goals and maintaining open communication with team members.
Be flexible and willing to support other departments as needed, including assisting with customer sales inquiries and coordinating after-hours service needs.
Key Performance Indicators (KPIs):
Customer Satisfaction & Retention: Ensure that customers are satisfied with service quality and timely follow-up, as reflected in feedback and service agreement renewals.
Efficiency in Scheduling & Dispatching: Maintain on-time service delivery by effectively scheduling and dispatching maintenance work orders.
Conversion of Quotes to Service Agreements: Measure the success rate of converting service quotes into signed agreements and long-term customers.
Billing Accuracy & Timeliness: Ensure that all work orders are accurately billed and payment is collected in a timely manner.
Customer Response & Resolution Times: Track response and resolution times for customer concerns, ensuring that all issues are addressed promptly.
Skills & Attributes for Success:
Team Player:
Must exemplify the qualities described in Patrick Lencioni’s The Ideal Team Player — be humble, hungry, and smart.
Willingness to collaborate and support colleagues, contribute to the overall team goals and maintain a positive and respectful attitude.
Time Discipline & Organizational Skills:
Strong time management skills, with the ability to prioritize tasks and meet deadlines.
Capacity to handle multiple tasks simultaneously without becoming overwhelmed.
Ability to stay organized in a fast-paced environment and manage both routine and ad hoc tasks efficiently.
Clear-headed & Composed:
Ability to maintain focus and clarity under pressure, particularly during peak service periods or when managing complex customer issues.
Strong problem-solving abilities, with a calm and reasoned approach to addressing challenges.
Skilled Communicator:
Excellent verbal and written communication skills, with the ability to clearly articulate information to customers, service teams, and management.
Ability to explain technical information in a way that is easily understood by customers with varying levels of knowledge.
Confidence in addressing customer concerns and maintaining professional relationships, even in challenging situations.
Attention to Detail:
A keen eye for detail to ensure that maintenance work orders, service quotes, billing, and customer records are accurate and up-to-date.
Ability to spot inconsistencies or potential issues before they become bigger problems.
Customer-Focused Approach:
Commitment to providing excellent customer service and going the extra mile to ensure customer satisfaction.
Ability to manage customer expectations and deliver on promises consistently.
Required Qualifications:
Experience:
2+ years of experience in customer service, preferably within the swimming pool or related industries.
Technical Knowledge:
Basic understanding of pool maintenance and equipment (preferred but not required).
Experience with CRM software or service management platforms.
Education:
High school diploma or equivalent; college coursework or certification in business, operations, or customer service is a plus.
Certifications:
Pool Operator or Maintenance certification is a plus but not required.
Working Conditions:
Schedule: Full-time, Monday through Friday, with potential for weekend or after-hours work based on customer needs.
Environment: Office-based position with regular communication via phone, email, and occasionally in person with customers.
Physical Requirements: Ability to work in a fast-paced environment and manage multiple tasks simultaneously.
Company Expectations:
Adhere to company policies and values.
Maintain a professional appearance and demeanor in all customer and team interactions.
Actively contributes to improving operational processes, customer satisfaction, and overall company success.
This document provides clarity on the expectations for the Maintenance Coordinator position, with a focus on customer service, communication, and operational efficiency. The role is essential for maintaining high service standards and fostering strong customer relationships.