Posted: May, 3, 2019 Full-Time Appleton, WI, United States
The successful candidate will have excellent problem solving skills and be able to think logically and to coordinate service calls to the satisfaction of both the customer and Suburban’s Field Team Members. Attention to detail, focus, ability to communicate effectively and work independently are a must.
Under general supervision, answer, respond to and meet the needs of all incoming customer service calls by handling these calls in a professional, efficient, effective and timely manner. This role provides coordination of service with technicians, subcontractors and customer within designated location. May act as a lead, coordinating the work of other, but not a supervisor.
What You’ll Be Doing:
Operational Execution – (Perform Work)
Handles all incoming customer calls including service dispatching, tracking and scheduling of calls, call status tracking and call changes, entering new sites, collections, modifying existing sites and handling all general inquiries.
Prepares technical paperwork necessary for the work requested and relay accurate information to technicians, ensuring proficient, quality customer experiences
Adjusts schedules as new work orders come in and manages technicians time on the job in order to keep to the established schedule
Remains available during assigned on-call times for service escalation and provide after-hours guidance and assistance for major issues
Validates warranty and authorizes re-work if valid. Acts as liaison to communicate customer’s requests for urgent/critical requirements to technicians
Responds promptly to technicians where difficulty arises and additional support is needed including Safety hazards
Assists Service Manager and Purchasing Department in ensuring technicians have all parts necessary to complete a job before they arrive on site
Provides department coverage in the absence of the Service Coordinator or Service Manager
P&L – Financial Analysis – (Measure/Report Work)
Assists Service Manager and Coordinator in preparing reports to be presented to Director of Service for all service metrics on customer satisfaction and service department performance.
Analyzes complex problems and delivers solutions where precedent may not exist, promptly escalates complex or difficult service requests to Service Manager or Safety Manager
Follows up on open issues reported by the customer and any other reporting requested by management. Produce quarterly reporting requirements. Track and analyze success of service delivery using strong metrics (First dispatch resolution, days to bill, etc.)
Meet daily revenue and production goals by prioritizing the most urgent and profitable calls
Process, Team and Departmental Development – (Improve Work) – Continuous Improvement
Participate in ongoing training, service meetings and department strategies and initiatives to achieve customer satisfaction goals, personal development and departmental success
Works with Service Manager and Coordinator to identify process deficiencies and implement established best practices for service capture, dispatch and invoicing standards
AMR, BD – (Get Work)
Provides service quotes to customers with the assistance or knowledge of the Service Manager following PCS procedures
Planning/scheduling monthly preventative maintenance service visits, creating new or renewal contracts – (Maintenance Dept.)
Establish and maintain a customer satisfaction follow up and call back procedure and provide senior management with appropriate feedback. May assist with customer satisfaction surveys. Generates new and innovative solutions to complex problems
What you’ll bring to the table:
Passionate about service and customers
Superior verbal and written communication skills
Must be able to navigate within multiple systems while speaking with customers
Knowledge of Microsoft (especially Excel)
Superior organizational skills, with a high degree of detail, results oriented and self-motivated
Ability to handle several tasks simultaneously. Must be able to understand and prioritize to meet deadlines
Ability to interact in a professional and courteous manner with people at all levels
Demonstrate flexibility in times of business and organizational change
Ability to work in a team environment, accept constructive feedback and exhibit a positive attitude
What we’ll do for you:
Our Culture. Safety, core values, teamwork, feedback, and continuous improvement. This is our culture. This is how we work together. This is how we do business.
Your Career. You have a career here at Suburban. Not just a job. We want you to reach your highest potential. You decide what that is.
Our Commitment. To your financial health and well-being. This starts with the Great Game of Business, the Employee Stock Ownership Plan (ESOP), bonus plan, increased income potential, and benefits.
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information.
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