Work Order Manager

Air Comfort, Inc; Englewood (NJ); On-site; USD 42,000 - 66,000; Full time

Job summary

Air Comfort, Inc. is seeking a Client Services Representative / Work Order Manager to serve as the main liaison for client accounts and manage work orders from intake to completion.

The role involves prioritizing requests, dispatching to area managers or subcontractors, coordinating scheduling, and ensuring service delivery meets client SLAs. It also includes administrative duties and supporting operations with performance monitoring.

Qualifications

• Experience in customer service or account management.
• Strong communication and organizational skills.
• Ability to manage multiple tasks and deadlines.

Responsibilities

• Serve as the primary contact for assigned client accounts and respond to requests promptly.
• Provide regular updates on work order status and service completion to clients.
• Receive, review, and prioritize incoming work orders and dispatch them appropriately.
• Monitor work orders from creation to completion and ensure SLA adherence.
• Coordinate scheduling for recurring and one-time services with field staff and managers.
• Maintain accurate records and assist with billing or documentation as needed.

Job description

Job Title: Client Services Representative / Work Order Manager

Essential Responsibilities

Client Service

• Serve as the primary contact for assigned client accounts.
• Respond promptly to client requests via phone, email, and customer portals.
• Build strong relationships through professional and proactive communication.
• Provide regular updates on work order status and service completion.
• Ensure client satisfaction by resolving issues quickly and effectively.
• Escalate unresolved concerns to Operations Management when necessary.

Work Order Management

• Receive, review, and prioritize incoming work orders.
• Dispatch work orders to Area Managers, Supervisors, or subcontractors.
• Monitor work orders from creation through completion.
• Ensure all work orders meet client response-time requirements (SLAs).
• Verify completion notes, photos, and supporting documentation before closing work orders.
• Follow up on overdue or incomplete work orders.
• Maintain accurate records within the company's CMMS or work order management system.

Scheduling & Dispatch

• Coordinate emergency service requests.
• Schedule recurring and one-time cleaning services.
• Coordinate staffing with Operations and Area Managers.
• Monitor technician and cleaning crew availability.
• Ensure proper labor coverage for scheduled services.

Administrative Duties

• Update customer records and service histories.
• Create service reports and completion summaries.
• Process purchase orders and work authorizations.
• Assist Accounting with billing support and work order verification.
• Track service trends and recurring issues.
• Maintain organized electronic documentation.

Operations Support

• Communicate daily priorities with field management.
• Assist with onboarding new client locations.
• Coordinate supply requests when necessary.
• Monitor service performance metrics.
• Identify opportunities to improve operational efficiency.