Customer Services / Scheduling Manager

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Manage incoming customer calls and service inquiries in a courteous and professional manner.

• Foster strong customer relationships through proactive communication and follow-up interactions.

• Assist clients with bookings, changes to appointments, service inquiries, and any concerns they may have.

• Ensure customers are updated about appointment changes and the progress of services.

• Follow up on quotations and suggested services.

• Reach out to customers whose recurring services are approaching or overdue to schedule appointments.

• Organize bookings for water filter replacements, UV servicing, and other scheduled maintenance tasks.

• Schedule technicians based on location, availability, required skills, job duration, and parts availability.

• Confirm appointments, manage cancellations, and facilitate rescheduling as necessary.

• Conduct regular follow-ups with customers to secure bookings and minimize missed opportunities.

• Keep accurate records of customers, sites, equipment, and jobs in ServiceM8.

• Create and update jobs, assign technicians, and oversee schedules and job statuses.

• Ensure that recurring service records are current and follow-up tasks are completed.

• Monitor outstanding jobs, missed calls, callbacks, and overdue tasks.

• Review completed job records and coordinate information handover for invoicing purposes.

• Identify opportunities to enhance workflows, reporting, and the team's utilization of ServiceM8.

• Collaborate closely with technicians to ensure they have the necessary job information and customer requirements.

• Escalate urgent inquiries and technical questions to the relevant team members.

• Assist in maintaining organized, efficient, and customer-centric daily operations.

⛳️ Requirements

• Two to three years of substantial hands-on experience with ServiceM8, particularly regarding customer records, job creation, scheduling, recurring services, and follow-ups.

• Background in the plumbing trade or plumbing services industry, with knowledge of field service operations and typical customer inquiries.

• Demonstrated experience in customer service, outbound calling, and scheduling appointments.

• Exceptional telephone and written communication abilities.

• Strong organizational skills and attention to detail, capable of managing competing priorities effectively.

• A proactive mindset with the ability to complete tasks independently without constant oversight.

• Ability to work collaboratively with technicians and other team members.

• A customer-first approach and the ability to handle inquiries and concerns with professionalism.

🏝️ Benefits

• Opportunities for professional development and career advancement.

• A supportive and collaborative work environment.

• Competitive salary and benefits package.