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Service Administrator
Job
Premier Home Pros
Akron, OH (In Person)
$37,052 Salary, Full-Time
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Job Description
Objective Provide responsive, empathetic first-line support to customers by using scripted guidance to address common service needs, resolve basic concerns, and ensure a smooth handoff to local teams when more detailed or on-site support is required. Role Purpose As a front-line Service Administrator, you are the first point of contact for customers with service-related questions or concerns. This role is responsible for delivering excellent customer support, managing communication across multiple channels, maintaining accurate records, and helping ensure service issues are routed and followed through appropriately. Daily Responsibilities
- Answer incoming customer calls and return voicemails.
- Review LP for updates and maintain accurate records.
- Monitor and respond to service-related emails.
- Assist customers with common service and warranty inquiries.
- Keep customer files, notes, and updates current in LP.
- Track escalated claims on the service spreadsheet.
- Review local service tickets to confirm they are being actively worked, properly updated, or correctly closed out.
- Monitor and assist with BBB reviews and dispute-related communications.
- Schedule escalation calls for difficult or high-level service cases, including appropriate attendees such as the Director of Service Operations, Project Manager, Assistant Project Manager, and others as needed.
- Support additional service-related duties as the department grows and evolves. Common Tasks You Can Handle
- Confirm or update scheduled appointments.
- Check and communicate basic project or service status.
- Answer general service, warranty, or process-related questions.
- Send or forward paperwork such as invoices, quotes, and other documents.
- Request and collect customer photos, documents, or details needed by the local team.
- Document customer concerns clearly for follow-up by the appropriate department. Key Skills for Success
- Strong phone and written communication skills
- Empathy and professionalism when handling customer concerns
- Ability to follow scripts while still sounding natural and helpful
- Strong attention to detail and documentation
- Organization and follow-through
- Ability to recognize when an issue needs escalation