Responsible for coordinating dispatch of techs, creating/reviewing reports, providing customer service to resolve escalated issues, route planning, and providing general administrative duties for assigned branch(s).
Creates, communicates, and participates in meetings with managers and techs to create plans based on work order data, staffing, and territories.
Develops the routing and scheduling plan for the branch and works with the appropriate employees to maintain it throughout the month. Examples are: Setting up the routing plan for every route in the branch and adjusting it as the branch receives extra services, national account requests, and tech/manager requests.
Manages dispatch scheduling based on new business, missed services, and other unplanned daily demand to maximize start rate and ensure high levels of customer service.
Creates reports, reviews route plans, and provides customer and work order data management.
Assists with Tech call as needed.
Monitors Customer Follow-up Requests (CFRs) and assists in proactively resolving those needing input from the branch.
Takes escalated customer calls to resolve issues locally.
Performs proactive and reactive communications with the customer via various avenues (e.g. email, phone, etc.). Some examples of these communications include "Welcome to Gregory Calls", "Initial Services Calls", "Quality Assurance Calls", and "High-Risk Customer Follow-Up Calls".
Reviews credits on inactive accounts and adjusts as necessary according to guidelines.
Point of contact with Customer Center, Collections Team, and Admin Center Team. Handles various items such as: assisting branch in processing clearance letters, responding to email requests from the Customer Center and Admin Center Team, assisting with customer financing issues, and preparing overnight packages and daily deposits.
Perform various admin duties as assigned. Examples: Logbook preparation, Input leads/PIGs and Schedule on CSPs, Retrieve and forward contracts, Update Customer Emails and Phone Numbers, and fulfill COI requests).
This is not an all-inclusive list of responsibilities and may be adjusted as warranted in the future.
High school graduate required, college or Associate's Degree preferred
Previous customer service experience in a field service business preferred
Basic computer knowledge
Fluent in Microsoft Word and Excel
Basic understanding of Microsoft PowerPoint
Ability to multi-task and manage multiple items during the course of the day
Strong verbal and written communication skills
Excellent customer service skills
Ability to organize items and prioritize throughout the day
Physical Demands and Working Conditions
'The physical demands are representative of those that must be met by an employee to perform the essential function to this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Incumbent must be prepared to:
Move up to 10 pounds occasionally, by lifting, carrying, pushing, pulling, or otherwise repositioning objects.
Sitting for long periods of time while using office equipment such as computers, phones and etc.
Fingering and Repetitive motions; such as movement of wrists, hands and fingers while picking, pinching and typing during your normal working environment.
Express or exchange ideas with others through the use of spoken word, quickly, accurately, and at an easily audible volume, and receive detailed information through oral communication at usual speaking levels without correction, and/or make fine discriminations in the nature of sounds in the environment.
Incumbent is required to have:
Incumbent will be subject to:
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