Poolie
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 Responsibilities1. Scheduling & Workflow ManagementCoordinate 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 & CommunicationServe 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 ConversionOversee 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 ManagementAct 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 ResponsibilitiesMaintain 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 ExpectationsMaintain 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 detailProficiency 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 InsuranceShort and Long Term disability paid for by companyEmployee Assistance Programs for mental health and wellnessPaid Time Off10 Company HolidaysTraining and Development OpportunitiesEmployee Purpose PlanSchedule:In Office at Branch Location9:00 am-6:00 pm Monday - FridayCompensation details: 50000-70000 Yearly SalaryPI5d2cccda60b7-25660-38957207
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 Responsibilities1. Scheduling & Workflow ManagementCoordinate 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 & CommunicationServe 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 ConversionOversee 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 ManagementAct 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 ResponsibilitiesMaintain 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 ExpectationsMaintain 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 detailProficiency 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 InsuranceShort and Long Term disability paid for by companyEmployee Assistance Programs for mental health and wellnessPaid Time Off10 Company HolidaysTraining and Development OpportunitiesEmployee Purpose PlanSchedule:In Office at Branch Location9:00 am-6:00 pm Monday - FridayCompensation details: 50000-70000 Yearly SalaryPI5d2cccda60b7-25660-38957207