Job Description
Description:
The Repair Coordinator/Manager plays a pivotal role in overseeing Poolie’s repair operations. This hybrid position combines the administrative precision of a Repair Coordinator with the leadership and operational oversight of a Repair Manager. The goal is to ensure seamless scheduling, quoting, and communication processes while driving team performance, customer satisfaction, and revenue growth.
Key Responsibilities
1. Scheduling & Workflow Management
- Coordinate and oversee all repair appointments, ensuring approved quotes are scheduled within 24 hours of approval.
- Maintain a balanced schedule with at least two days booked in advance, while preserving flexibility for emergency repairs.
- Assign jobs strategically — prioritizing technician consistency (e.g., the quoting technician completes the installation when possible).
- Manage recurring filter services, scheduling at least 30 days prior to their due dates.
- Monitor and enforce the use of Pool Brain templates for accurate job creation and tracking.
2. Customer Experience & Communication
- Serve as the primary point of contact for customers regarding repair scheduling, updates, and issue resolution.
- Ensure empathetic, proactive, and timely communication through HubSpot, Podium, phone, and email.
- Oversee customer tickets, ensuring urgent issues are prioritized and resolved promptly.
- Verify customer satisfaction through follow-up communications and escalate unresolved concerns to upper management as needed.
3. Quoting & Revenue Conversion
- Oversee the full quoting process for internal and external leads, ensuring accuracy and competitiveness.
- Categorize quotes properly (Diagnostic Required vs. No Diagnostic Required) and ensure all quotes are created in Pool Brain.
- Collaborate with service and repair technicians to identify new opportunities from on-site observations.
- Monitor quote follow-ups — all leads must be contacted within 24 hours of quote creation — and track conversion rates to optimize revenue.
- Support consistent and effective communication strategies for lead nurturing (calls, texts, voicemails).
4. Team Leadership & Performance Management
- Act as the main liaison between technicians, coordinators, and leadership, fostering collaboration and accountability.
- Lead weekly technician meetings using the 90 Tools system framework to review key performance indicators (KPIs), set goals, and resolve challenges.
- Ensure accurate KPI entry and monitoring to assess team performance and identify improvement areas.
- Recruit, train, and onboard new technicians, supporting their development through mentorship, technical training, and clear career progression paths.
- Monitor RAIL license compliance and uphold Poolie’s service quality standards.
5. Administrative & Compliance Responsibilities
- Maintain accurate records of customer interactions, technician notes, and job details in Pool Brain and HubSpot.
- Process Austin Energy rebates for variable speed pumps, ensuring full compliance with documentation and deadlines.
- Oversee warranty work scheduling, documentation, and communication with suppliers/manufacturers to ensure timely completion.
- Support payroll approvals and ensure accurate tracking of hours, bonuses, and performance-based incentives.
- Coordinate with HR and Finance on payroll discrepancies and personnel documentation related to hiring, performance management, or terminations.
6. Overall Performance Expectations
- Maintain service excellence by ensuring all approved repairs are scheduled within 24 hours.
- Keep the repair department’s schedule organized and responsive to emergencies.
- Achieve targeted quote-to-sale conversion rates through consistent follow-up and lead management.
- Uphold high customer satisfaction scores through timely communication and problem-solving.
- Ensure team KPIs are tracked, discussed weekly, and used to drive operational improvement.
Requirements:
Qualifications:
- Prior experience in pool service, repairs, or related technical operations required
- Proven administrative and coordination experience within a fast-paced environment.
- Strong communication and interpersonal skills with a customer-first mindset.
- Ability to lead, coach, and motivate a team effectively.
- Excellent organizational and time-management abilities with a keen eye for detail
- Proficiency in scheduling, quoting, and CRM tools (e.g., HubSpot, Pool Brain).
- Familiarity with warranty work, rebate programs, and repair workflows.
- Self-motivated, proactive, and able to manage multiple priorities simultaneously.
Benefits:
- Medical, Vision, and Dental Insurance
- Short and Long Term disability paid for by company
- Employee Assistance Programs for mental health and wellness
- Paid Time Off
- 10 Company Holidays
- Training and Development Opportunities
- Employee Purpose Plan
Schedule:
- In Office at Branch Location
- 9:00 am-6:00 pm Monday - Friday
Compensation details: 50000-70000 Yearly Salary
PI6227e86e4b65-30492-38957207
Job Tags
Temporary work, Work at office, Monday to Friday,