Job Summary

The position is responsible for providing concierge service/communications to one or more Key Accounts. This would include managing customer inquiries, scope of work documentation, scheduling requirements, invoicing, and other general client concerns of the account(s).

Essential Duties and Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

• Builds and maintains a professional, positive relationships with clients/customers resulting with an emphasis on customer satisfaction and net promoter ideology.
• Responds to inbound customer communications via phone and email. Ensures Service Requests get logged into the Service Titan (ERP) call log. Manage customer expectations by updating work order and appointment window status. Reschedule or adjust appointments as necessary to accommodate emergency requests. Performs data entry into customer databases and third-party monitoring systems (e.g. IVR, Verisae, etc.).
• Interacts with Technicians and management to ensure all customer requests are scheduled and promptly responded to. Communicate and relay essential information to/from Technicians to the operations support teams and management. Recommends alternative scheduling and dispatch options to leadership. Ensures planned maintenance is completed on schedule and to customer specifications.
• Submits formal bids/RPFs/Change Orders to customers on a timely basis using agreed upon customer format/tools. Ensures any questions or concerns are addressed with each proposal.
• Prepares initial invoices for Management Review, ensuring accuracy of amount, accurate detail per customer specifications, and any other billing requirements of assigned Key Accounts.
• Follows standard practices and procedures. Makes continual improvement suggestions to further enhance practices and procedures. Ensures quality of work and data into Service Titan. Reviews daily call logs for incomplete and dropped calls and work orders.
• Updates job knowledge by studying new product descriptions and participating in educational opportunities. Takes ownership for the service level and outcomes of the department.

Other Job Duties

Please note this job description is not designed to over or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time without notice.

Work Environment

This is primarily an office-based position requiring the utilization of computers and phones most of the time. The physical environment requires employee to work in an office environment and a fabrication warehouse. Utilization of personal protective equipment to prevent injury may be required.

Required Education and Experience

• Education and/or experience equivalent to a high school diploma and 2-3 years of relevant customer service, dispatch, or call center environment experience. 2 years of experience in Commercial/large customer Construction, Field Services, HVAC or Home Security environments.
• Some experience with dispatch and service team logistics preferred.

Additional Qualifications

• Time Management: Able to track and prioritize tasks in a fast-paced environment with several simultaneous projects. Ability to operate with a sense of urgency in a fast-paced work environment.
• Communications: Able to read, write and communicate effectively and professionally including active listening skills and the ability to demonstrate empathy. Able to present information and respond to questions from peers, managers, clients, customers, and the general public in a courteous and helpful manner. A customer focus with an emphasis on the quality of the customer experience and a can do attitude. Ability to interact effectively at all levels and across diverse cultures.
• Math: Able to perform simple addition, subtraction, multiplication and division using standard units of measure and weight.
• Reasoning Ability: Able to define problems, collect data, establish facts, draw valid conclusions, and solve day-to-day level problems. Ability to interpret an extensive variety of data/instructions in numeric or diagram form with several abstract and concrete variables.

• Teamwork/Reliability: Solutions-oriented and able to track and prioritize tasks in a fast-paced environment with several simultaneous projects. Able to follow instructions thoroughly and completely. Able to work with minimal supervision.
• Technology: Proficient with word processing/data entry, spreadsheets, use of the internet and email. Able to use Microsoft Office at an advanced level.

Travel Required

Very rare, if any. May be required to travel to customer jobsites or between different office locations.