Customer Liaison

Job Description

Job Description

At Hoffmann Brothers, we stand committed to our mission of Improving Life in Every Home – our customers, our employees, and the communities in which we live and serve. For over 40 years, we have been an industry leader in HVAC, plumbing, electrical, and appliance repair for residential and commercial properties in St. Louis, MO, Denver, CO, and Nashville, TN! Recipient of multiple Top Workplace and industry awards, we believe in taking the best care of our employees, and they will take the best care of our customers.

As a Liaison in Nashville, you will work as part of a dynamic and passionate team to ensure desired sales metrics. You will work closely with Field Professionals, Field Managers, Department Managers, and Dispatchers to complete all follow-ups for Presold, Commercial Maintenance, and Install Dept.

Responsibilities:

• Maintain and update internal scheduling documents.
• Act as the first point of contact (POC) for field professionals, customers, and internal teams.
• Enter new and renewal maintenance agreements into the system.
• Schedule return visits for uncompleted service calls.
• Schedule return visits for parts received.
• Coordinate material coordination with Field Pros and Warehouse staff.
• Coordinate and follow up with field professionals and supply houses regarding parts and return visits.
• Work with service technicians, service department managers, and billers to minimize the number of open calls at month-end clean up.
• Coordinate HVAC installation schedule with customers and internal teams. Responsible for next-day instructions for all crews.
• Schedule and confirm monthly maintenance visits with customers via phone and email.
• Maintain and update customer account information (e.g., points of contact, hours of operation).
• Collect payments when applicable.
• Manage the Hold Job Report and ensure timely resolution.
• Relay accurate information to technicians, ensuing proficient, quality customer experiences.
• Be professional and establish customer rapport, encouraging repeat business.
• You will be asked to back up the Dispatch team, taking incoming calls and assisting Field Professionals.
• Set up new jobs in Service Titan based on project manager-submitted checklists.
• Create staging tasks for materials and issue purchase orders for equipment, cranes, etc.
• Coordinate installation schedules with customers and internal teams.
• Schedule and coordinate equipment pick-up/delivery with the warehouse.
• Manage pulling permits as needed for EL, PL and HVAC jobs and coordinating with utility departments.
• Monitor and respond to Liaison email inbox promptly.
• File Equipment Registrations for all equipment installed in the previous month.
• Coordination with Power Companies and Municipalities

Desired Skills and Competencies for Success:

• Strong verbal and written communicator. This position requires a genuine, friendly phone voice, someone who is easy to talk to, likes helping people, and can function as a customer advocate.
• Develop a proven track record in customer service with the ability to build trust and demonstrate empathy.
• IT competent; good typist and proficient with phone systems, email, and text messaging programs. (Microsoft office platforms, as well as Google Docs, Sheets, Drive, etc.)
• Highly organized with exceptional follow-through abilities.
• Personality that blends well with a fast-paced, goal-driven environment. We are looking for a competitive individual contributor who also loves to win as a team.
• Initiative-taking, flexible, and great attitude on life.
• As customers’ needs, business priorities, and team structure change, the duties of this role will also evolve. Any changes to job duties will be communicated clearly and will be accompanied by appropriate training as needed.

Safety:

• Must consider safety one’s primary job, both for personal, co-worker and public benefit, and must have general knowledge of safe working practices and of OSHA requirements.

Requirements

• To adequately perform the duties of this job the employee is regularly and routinely required to sit; stand, walk, stoop, handle controls; hear, and talk. The employee frequently is required to reach with hands and arms. Specific vision abilities required by this job include close vision and the ability to adjust focus.
• The work environment will subject employees to continual interruptions and changing priorities. Effective, consistent, and constant communication with customers, vendors, co-workers, and others is required.

Benefits

Hourly Pay Rate: $24/h - $26/h

At Hoffmann Brothers, we know our people are the driving force behind our success. That’s why we offer industry-leading benefits, including:

• Discounted Health insurance premiums for the employee and any eligible family members.
• 100% employer paid dental & vision insurance
• Competitive 401K Retirement program (HB doubles your match!)
• 15 Paid Time Off Days
• 9 paid holidays
• Referral Program
• Employee Discounts plus Friends & Family
• We believe in promoting from within and there are many areas to advance in our company.