Head of Client Support Services

Mechanical, LLC offers you more than just a salary and more of what makes life exciting and interesting. Beyond a competitive base salary with medical, vacation, holiday, and 401(k) benefits package. Mechanical offers you the opportunity to run your own projects, control the daily decisions that accompany any job and unlimited growth opportunities. Our team is our greatest asset. We want you to be the one who helps take us to the next level. Mechanical, LLC. is a full-service mechanical contractor founded in 1984 by Gary E. Over the last 40+ years we have grown into one of the leading mechanical service providers in our region. Our specialties include HVAC, Refrigeration, Plumbing, Drain Cleaning, Environmental and Vacuum Truck Services, Emergency Underground Repairs, as well as Septic Pumping and Lift Stations. With locations in both Vineland and Cranbury, we are well positioned to provide 24/7 mechanical services to all of New Jersey, as well as Eastern Pennsylvania, and Northern Delaware. Our customers include a wide variety of building owners, contractors, industrial production facilities, commercial enterprises, municipal and government entities, and property managers. In addition to our Emergency Services, we also provide Design and Build Services, Construction Management, and Preventative/Reactive/Predictive Maintenance Programs.
The Service Supervisor oversees the service support department team and customer service representatives, coordinating daily service operations, customer inquiries, work assignments, work order quality, and technical support for HVAC-R, Plumbing, and Environmental service activities. resolves escalated customer issues; supports customer service process improvements; and helps ensure work is completed safely, efficiently, and in accordance with plans, specifications, company standards, customer expectations, and department needs.
Core Functions: Lead, train, mentor, and support service department personnel and customer service representatives to promote high levels of customer service, productivity, safety, and technical performance
Receive oral or written work requests, customer inquiries, service calls, and escalated issues; establish priorities based on customer needs, urgency, staffing, department needs, and operational requirements
Assign personnel to jobs and coordinate daily service activities to support prompt, effective, and efficient completion of work
Monitor and evaluate individual and team performance, providing coaching, feedback, and constructive guidance to enhance productivity, customer satisfaction, and continuous improvement
Conduct regular performance evaluations for team members and identify training needs, skill gaps, and areas for improvement
Handle escalated customer issues and complaints by investigating concerns, coordinating appropriate responses, and resolving matters in a timely manner to support customer satisfaction
Collaborate and coordinate with other trades, sales, product development, operations, internal departments, contractors, vendors, and stakeholders to address customer needs and ensure smooth communication and coordination
Ensure adherence to company policies and procedures, customer service standards, safety expectations, documentation requirements, and applicable regulations while handling customer interactions and service work
Customer Service: Review all work orders before and after completion for accuracy, completeness, quality, documentation, customer communication, and appropriate follow-up
Maintain accurate records, files, work orders, inventory documentation, customer interactions, inquiries, complaints, resolutions, expenditures, service metrics, and related reports using applicable CRM, work order, and service management systems
Develop, implement, and support customer service and service department process improvements to ensure inquiries, complaints, work requests, and operational needs are handled promptly and effectively
Create and maintain customer service and service performance metrics and reports; analyze data to identify trends, recurring issues, and opportunities for improvement
Stay updated on industry trends, customer service best practices, and service department improvement opportunities; share insights and implement practical strategies to enhance the customer experience
Oversee key performance indicators, dashboards, CRM data, and related reports to ensure accuracy, timeliness, and actionable insights
Identify and communicate opportunities to improve sales performance and support the development of team members
Coordinate training schedules and ongoing professional development plans for team members
Understand and coordinate phone systems and information flow to support timely, effective, and high-value client engagement
Handle escalated client calls by applying knowledge of key accounts, service history, relevant context, and primary contacts to provide responsive, professional support
Education/Experience: High School diploma or GED and five (5) years’ experience with customer service, service contract administration, maintenance administration, HVAC service coordination, dispatching, or related experience. Must possess strong verbal and written communication skills to effectively interact with customers, technicians, vendors, management, and internal team members. Must demonstrate strong organizational skills, attention to detail, customer service orientation, problem-solving ability, and proficiency with Microsoft Office applications and service-related software systems. Preferred Qualifications HVACR, plumbing, or mechanical service experience
Basic understanding of HVAC systems, equipment, terminology, and service workflow
Experience with dispatching software, CRM systems, work order systems, purchasing systems, or service management platforms
Proficiency in Microsoft Word, Excel, and Outlook; Ability to multitask, prioritize schedules, and adapt to changing service needs in a fast-paced environment
Ability to work as a team player and maintain positive relationships with customers, technicians, vendors, and internal departments
Mechanical, LLC is an Equal Opportunity/Affirmative Action Employer with a strong commitment to the achievement of excellence and diversity among its workforce. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status, or any other characteristic protected by law.

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