Service Administrator
About Niagara Sprinkler Systems
Niagara Sprinkler Systems is a field-service irrigation company serving homeowners, builders, property managers, and commercial clients throughout the Tampa Bay area. Our service team depends on accurate scheduling, responsive communication, and reliable follow-through to deliver a professional customer experience.
Position Summary
The Service Administrator coordinates daily service operations from the initial customer request through scheduling, dispatch, completion, and follow-up. This role is the central point of communication connecting customers, service technicians, clients, and office leadership.
The right candidate is organized, responsive, professional, and comfortable making sound scheduling decisions in a fast-moving service environment. Success requires balancing customer urgency, technician availability, geographic efficiency, warranty requirements, and technician qualifications while keeping records accurate and everyone informed.
Key Responsibilities
Customer Service and Service Intake
Answer incoming service calls and respond promptly to customer inquiries.
Monitor service-related email and text-message channels throughout the business day.
Gather the information needed to understand each customer’s concern and determine the appropriate next step.
Classify incoming requests as warranty or billable work according to company guidelines.
Explain applicable service pricing, policies, and estimated arrival windows.
Set clear expectations regarding scheduling, technician arrival, service scope, and follow-up.
Provide courteous, professional communication throughout the service process.
Dispatch and Scheduling
Schedule and prioritize service appointments based on urgency, customer needs, technician availability, technician qualifications, geographic location, and routing efficiency.
Match each assignment with a technician who has the appropriate skill set.
Make outbound calls to schedule or confirm appointments.
Communicate delays, schedule changes, and technician arrival updates.
Maintain effective communication with technicians throughout the day.
Adjust schedules when emergencies, cancellations, field conditions, or incomplete work require changes.
Completion and Follow-Through
Review the results of completed service and warranty calls.
Report completed-call results to applicable clients the following morning.
Identify appointments requiring additional work, materials, return visits, or customer follow-up.
Promptly reschedule incomplete and follow-up service calls.
Track unresolved requests through completion and keep customers informed.
Administration and Record Keeping
Maintain accurate scheduling, customer, and service-call records in company systems.
Document customer communications, appointment changes, technician updates, and follow-up requirements.
Ensure service requests contain the information technicians need before dispatch.
Keep warranty and billable service records properly classified.
Support clear handoffs among office staff, technicians, management, clients, and customers.
Escalate unresolved customer concerns, scheduling conflicts, and unusual warranty issues to management.
Assist with additional service-department administrative responsibilities as assigned.
Required Qualifications
Strong customer-service and telephone communication skills.
Excellent organization, scheduling, and follow-up abilities.
Ability to manage multiple priorities in a fast-paced environment.
Strong written communication skills for email and text correspondence.
Sound judgment when prioritizing service requests.
Basic proficiency with email, calendars, scheduling software, and office systems.
Ability to communicate effectively with customers, technicians, clients, and management.
Reliable attendance and consistent attention to detail.
Ability to remain calm and professional when handling urgent situations or dissatisfied customers.
Preferred Qualifications
Previous experience in dispatch, customer service, field-service administration, or office coordination.
Experience supporting irrigation, landscaping, construction, home services, or another field-service business.
Familiarity with warranty-versus-billable service classifications.
Experience coordinating technicians across multiple geographic service areas.
Working knowledge of irrigation terminology and common service issues.
Core Competencies
Customer focus and professional communication
Scheduling, prioritization, and geographic awareness
Accountability and consistent follow-through
Attention to detail and accurate record keeping
Problem-solving and professional judgment
Team coordination and adaptability under pressure
Job Type: Full-time
Pay: $20-25 per hour based on experience.
Benefits:
Paid time off
Professional development assistance
Shift: Day shift
Work Days: Monday to Friday
Work Location: Hybrid remote in Land O' Lakes, FL 34638