Service Administrator

Job Title:

Service Administrator

Alpharetta, GA

Non-Exempt

This is a FULL-TIME position.

Insight Partners is a leading commercial HVAC manufacturer’s representative serving Georgia. With deep industry knowledge and decades of experience, we provide a comprehensive suite of HVAC solutions, including equipment sales, parts, service, and advanced control systems. As part of the AIR Control Concepts family, we combine local expertise with a national network to support engineers, contractors, and building owners throughout the lifecycle of a project — from design and installation to long‑term maintenance.

The Service Administrator completes all organizational tasks for the Service Department. Performs all branch‑level accounting and warranty activities including customer billing while providing backup support for the Field Operations Resource Coordinator. The role creates a positive customer interaction both internally and externally, ensuring timely completion of all assigned tasks to customer satisfaction.

• Keep Service Module(s) current to ensure timely invoicing and reporting.
• Accurately prepare service work orders to invoice customers.
• Follow up on open work orders and billing discrepancies as per company policy.
• Assist with the Service Module and provide excellent customer service.
• Foster and maintain excellent relationships with customers and vendors.
• Assist Field Operations Resource Coordinator with scheduling HVAC Service Technicians for appointments according to scheduling policies.
• Assist Technicians as needed with diagnosis, authorization or repairs.
• Prepare service work orders for processing, track progress of service work orders within the timelines set.
• Obtain any needed customer authorization prior to the HVAC Service Technician reporting to the work site.
• Obtain the customer checklist from Insight Team/Customer representative prior to the HVAC Service Technician reporting to the work site.
• Support the Parts and Warranty Departments with any needed warranty or customer authorization prior to working on units, including taking pictures, faxing for authorization or any procedures as prescribed in the manufacturer's warranty policy & procedure manuals.
• Work with Parts and Warranty Departments contacting customers as needed to schedule appointments for special‑order parts.
• Maintain a "Customer First" attitude at all times.
• Perform all other duties as assigned.

• Customer Focus- Ability to put the customer FIRST. Dedicated to meeting the expectations and requirements of internal and external customers. Gets first‑hand customer information and uses it for improvements in products and services. Acts with customers in mind. Establishes and maintains effective relationships with customers and gains their trust and respect.
• Active Listening
  - Gives full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
• Communication- Able to inform orally and in writing, with clarity and good effect. Understands clearly and quickly when instructions or orders are received. Judges what information is important and what is not, and what should be communicated, how, to whom and when.
• Time Management
  - Uses time effectively and efficiently. Values time. Concentrates efforts on the more important priorities. Gets more done in less time than others. Can attend to a broader range of activities.
• Problem Solving- Refers to the ability to solve difficult problems with effective solutions.
• Organization- Follows policies and procedures. Completes administrative tasks correctly and on time. Supports organization's goals and values.

• Education and/or Experience- High School Diploma (or GED or High School Equivalence Certificate required). 1–2 years of retail/wholesale experience preferred.
• Language Skills- Ability to read, analyze, and interpret documents in English. Ability to respond to common inquiries or complaints from customers (internal and external). Ability to effectively present information to…