Lining Operations Coordinator

About Our CompanyBill Howe started AM/PM Sewer & Drain Cleaning in 1980. The company began out of Bill Howe's studio apartment in Pacific Beach, with one goal in mind - give San Diego residents a plumbing company they can trust and continuously build a repeat customer base. By 1983, Tina Howe joined the ranks of Bill Howe as the very first customer care representative. Together Bill and Tina laid the groundwork for the 200+ employees that call Bill Howe home. Today, the Bill Howe Family of Companies has evolved into San Diego's most prominent home services company with an 80% repeat and referral customer base. We offer quality plumbing, heating and air, and flood and restoration services alongside legendary customer service. We Know Howe!Vision Statement: Be the leader in the Home Services industry in Southern California. Customers call because Bill Howe is 100% trustworthy and the best at providing legendary customer care. Employees experience lasting careers. Positively impact the local communities we serve and put people before profitsMission Statement: We stand behind our reputation and guarantees, providing a Bill Howe customer experience that is reliable, positive, and top tier. We are ethical and fair with every customer and work to make things right if something goes wrong. We offer peace of mind to San Diego, knowing that we are available for all of its plumbing, heating & air, and flood & restoration needs 24/7/365.Workplace ValuesThe Service Manager will be expected to operate in line with our workplace core values which are:The Bill H.O.W.E WayHeart: Fiercely committed to the needs of our employees, communities, and customersOpportunity: Focused on building career paths, promoting from within, and offering competitive training and educational opportunitiesWorld-Class: The BEST at what we doEthical: Transparent, fair, and ethicalJob SummaryThis position is responsible for all duties related to coordinating job schedules with customers and technicians. These duties include administrative tasks such as coordinating various types of paperwork and Field Service Management System content among others as outlined below. The Lining Coordinator collaborates with the Operations Manager and Project Managers to ensure coverage for labor and to help enforce policies and procedures to ensure the company fulfills its contractual obligations for all lining projects. They will support company controls as a key team member to help meet gross margin objectives, goals and directives. The lining coordinator will assist with other tasks not identified here as requested and needed to help grow the lining division and Bill Howe Plumbing. The essential functions include, but are not limited to the following:Provide excellent customer service to external and internal customers.Adept at working through rapidly changing conditions.Coordinate schedules with customers, technicians for jobs and work with PM's and management to cover workload and schedules to best utilize manpower.Track technicians locations and Service Titan dispatch, arrivals and completions. Assist Sales Advisors to schedule video inspections and follow ups from video techs.Follow up with customers on schedule requests and for invoicing as needed.Input into database paperwork and reports; input video inspections, job costing, materials, labor, plot maps as needed.Complete Project Closure Reports as needed with assistance from Project Managers, Sales Advisors and Technicians, email customers documents and videos and Project Closure Reports as needed.Calculate technicians commissions and referral bonuses for payroll processing.Work with sales, management and billing specialists as needed to complete jobs and invoices for month-end Financials.Schedule and participate in bi-weekly meetings.Schedule Technician Trainings as needed.Help management resolve customer issues or concerns to ensure complete satisfaction.Following and helping to enforce policies and procedures to ensure the company fulfills its contractual obligations for lining installations.Supports company controls as a team with the Project Managers and Operations Manager to help meet gross margin objectives, goals and directives.Provide feedback to executives regarding field trends, technician morale, safety issues, etc.Meet or exceed all company goals.Assist with other tasks not identified here as requested and as needed to help grow the lining division and Bill Howe Plumbing. Carry out additional duties assigned by the Operations Manager as needed.Minimum QualificationsAdvanced computer skills including Microsoft Office Suite, Google Office and Service TitanExcellent oral, written and interpersonal communication skillsKnowledge of current Lining Division installation procedures and application requirementsTraining through Service Titan coursesBasic understanding and knowledge of Prevailing Wages

Created: 2025-03-12