Admin II

Admin II Scheduling and Customer Service Position Type:

Full-time Department:

Operations Administration Reports to: Branch / Office Manager Job Summary The Admin II role supports daily administrative operations, including scheduling, customer service, and coordination of technicians. This role requires a strong understanding of department workflows and the ability to independently resolve customer issues or escalate when necessary. This role requires continuous, real-time computer use throughout the entire shift, including typing while speaking with customers and navigating multiple systems simultaneously. ________________________________________ Key Responsibilities Manage inbound calls, voicemails, and scheduling functions Maintain technician schedules and optimize routing for efficiency and customer service Navigate builder portals for scheduling updates, warranty claims, and customer concerns Review and support technician replenishment reports Maintain working knowledge of garage door components, products, and manufacturers Handle customer complaint calls and resolve issues or escalate appropriately Maintain accurate documentation within scheduling and operational systems ________________________________________ Technical Skills Requirements Demonstrated proficiency using computers in a professional work environment (not limited to personal use such as email or social media) Ability to type efficiently while speaking with customers and entering information in real time Experience navigating multiple systems, screens, and software platforms simultaneously Ability to quickly learn and operate scheduling, dispatch, and builder portal systems Experience with ERP, scheduling, or business management software (such as Acumatica or similar systems) preferred Minimum Qualifications Previous administrative, dispatch, or customer service experience preferred Strong communication and customer service skills Demonstrated ability to handle customer issues independently Ability to multitask in a fastpaced environment Basic to intermediate computer skills Ability to learn technical product knowledge ________________________________________ Physical Requirements Ability to sit for extended periods while working at a computer Frequent use of phone, keyboard, and office equipment Occasional lifting up to 20 lbs ________________________________________ Work Environment Office environment with frequent phone and computer use Fastpaced, teamoriented setting ________________________________________ The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this position. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required. Employees may be required to perform duties outside of their normal responsibilities as needed or as directed by management.