Description

• May guide and prioritize the activities of the Customer Service Agent Assistants.
• Providing Scheduling and management support
• Ensures that all customer account information required to support call management activities and scheduling of tasks are kept up to date.
• Facilitates administration of warranty claims.
• Ensures work has been performed to the customer’s expectations and performs follow-up with the customer, as needed. Answers any customer inquiries and resolves or escalates customer issues, as appropriate.
• Develops and maintains viable long-term relationships with customers and subcontractors.
• Prepares yearly, monthly and weekly execution plans for PSA scheduled service visits.
• Communicates the action plan and services to be provided directly to the customer.
• Assists with creation of L&M quotations.
• Coordinates labor scheduling to align technician to the appropriate customer and service need. Ensures Technicians are provided daily schedules. Maintains consistent communication with assigned Technicians. Follows up on activities to ensure completion in an established timeframe.
• Periodically performs duties of the Customer Service Agent Assistant as overflow demands.
• Receives customer requests for unscheduled or scheduled service. Determines customer needs and matches appropriate Technician or Team Lead to the need.
• Supports business forecasting
• Upon completion, reconciles all service requests daily.
• Participates in business review meetings by preparing and discussing critical account information pertinent to current profitability status (i.e. outstanding claims, PSA variance, Accounts Receivable issues) and customer satisfaction issues. Researches and follows up on questions identified during monthly business review.

Requirements

• Associate’s degree preferred, high school diploma or equivalent required, plus a minimum of five years of service industry experience managing service operations and/or service scheduling.
• Must have strong interpersonal skills to effectively communicate with both internal and external clients.
• Must demonstrate the ability to perform work independently and demonstrate solid organizational and attention to detail skills.
• Must have the ability to simultaneously handle a large and diverse number of projects, tasks and issues with tact, cooperation, and persistence.
• Able to influence diverse teams to accomplish tasks/goals.
• Experience and/or basic project accounting or costing principals is desired.
• Able to prioritize work activities based upon financial impact to desired business goals.

Benefits

• JCI Employee discount programs (The Loop by Perk Spot)
• Company vehicle (as applicable), Tools, and Equipment to complete all jobs
• Paid vacation/holidays/sick time Comprehensive benefits package including 401K, medical, dental, and vision care - Available day one
• Competitive salary
• Extensive product and on the job/cross training opportunities with outstanding internal resources

Training + Development

Interview process

Visa Sponsorship

Security clearance