Service Operations Representative

Sunstall Inc.; Alameda (CA); On-site; USD 55,000 - 75,000; Full time

Job summary

Sunstall Inc. is seeking a Service Operations Representative to act as the liaison between customers and our core service organization. You will manage PMA visits, renewals, and customer data integrity while coordinating with technicians and sales teams.

Responsibilities include handling site visit scheduling, updating PMA records, and maintaining clear communication with customers to ensure service excellence and timely renewals.

Qualifications

• Previous experience in a similar role, preferably HVAC, mechanical, construction, or service industry.
• Strong organizational skills with attention to detail.
• Ability to manage multiple tasks and prioritize effectively.
• Excellent communication and interpersonal skills.
• Proficiency in Microsoft Office Suite and ability to learn service management systems.
• Understanding of service contract management, customerservice, and process improvement.
• High school diploma or equivalent required.
• Associate degree or related coursework in business, administration, or a related field preferred.

Responsibilities

• Coordinate first-time preventive maintenance visits.
• Contact customers to establish permitted dates for initial site visits.
• Coordinate scheduling with assigned technicians.
• Confirm booking details including number of visits, scope of work, equipment lists, and billing information.
• Identify and document site requirements such as security protocols, check-in procedures, access requirements, keys, and badging.
• Support lead technicians in validating equipment information including IDs, model and serial numbers, and filter specifications.
• Enter validated information into PMA estimates for submission to the PMA.
• Proactively contact customers 30 to 60 days prior to PMA renewal dates.
• Discuss pricing escalations and potential agreement modifications.
• Secure renewal purchase orders or authorizations and route to PMA Coordinator.
• Engage customers regarding PMA cancellations, identify root causes, and explore retention opportunities.
• Communicate cancellations and retention outcomes to field and sales leadership.
• Assist in developing and executing customer care call templates for periodic check-ins or site visits.
• Document customer feedback and service notes in the software system.
• Communicate customer concerns, issues, or positive feedback to appropriate field, operations, and sales teams.

Skills

Attention to detail

Organizational skills

Multi-tasking

Communication skills

MS Office

Service management systems

Process improvement

Education

HS diploma

Associate degree

Job description

TheServiceOperationsRepresentativeistheliaisonbetweenthecustomerandourcoreserviceorganizationresponsibleforproblemsolvingandorganizationofour PreventiveMaintenanceAgreements(PMA’s)andcoreserviceworkordertransactions.

Responsibilities

PreventiveMaintenanceAgreements

• Coordinatefirsttimepreventivemaintenancevisits
• Contactcustomerstoestablishpermissibledatesforinitialsitevisits
• Coordinateschedulingwithassignedtechnicians
• Confirmbookingdetailsincludingnumberofvisits,scopeofwork,equipmentlists,andbillinginformation
• Identifyanddocumentsiterequirementssuchassecurityprotocols,checkinprocedures,accessrequirements,keys,andbadging
• SupportleadtechniciansinvalidatingequipmentinformationincludingIDs,modelandserialnumbers,andfilterspecifications
• EntervalidatedinformationintoPMAestimatesforsubmissiontothePMA

PMARenewalsandRetention

• Proactivelycontactcustomers30to60dayspriortoPMArenewaldates
• Discusspricingescalationsandpotentialagreementmodifications
• SecurerenewalpurchaseordersorauthorizationsandroutetothePMACoordinator
• EngagecustomersregardingPMAcancellations,identifyrootcauses,andexploreretentionopportunities
• Communicatecancellationsandretentionoutcomestofieldandsalesleadership

CustomerCareandRelationshipManagement

• Assistindevelopingandexecutingcustomercarecalltemplatesforperiodiccheck-insorsitevisits
• Documentcustomerfeedbackandservicenotesinthesoftwaresystem
• Communicatecustomerconcerns,issues,orpositivefeedbacktoappropriatefield,operations,andsalesteams

PMADataIntegrity

• MaintainaccuracyandcompletenessofPMArecordsinthesystem
• Coordinatewithtechnicians,customers,andthePMACoordinatortoresolvemissingorincompletedata.

RequiredSkills/AbilitiesandQualifications

• Previousexperienceinasimilarrole,preferablywithintheHVAC,mechanical,construction,orserviceindustry.
• Strongorganizationalskillswithattentiontodetail.
• Abilitytomanagemultipletasksandprioritizeeffectively.
• Excellentcommunicationandinterpersonalskills.
• ProficiencyinMicrosoftOfficeSuiteandabilitytolearnservicemanagementsystems.
• Understandingofservicecontractmanagement,customerservice,andprocessimprovement.
• Highschooldiplomaorequivalentrequired.
• Associatedegreeorrelatedcourseworkinbusiness,administration,orarelatedfieldpreferred.

UnitedMechanicalisanEqualOpportunityEmployerandembracesdiversityinouremployeepopulation.Weprovideequalopportunitytoallqualifiedapplicantsandemployeeswithoutregardtorace,color,religion,sex,sexualorientation,genderidentity,nationalorigin,age,disability,protectedveteranstatus,specialdisabledveteran,maritalstatus,pregnancy,geneticinformation,oranyotherlegallyprotectedstatus.