Regional Communication Administrator

Position

The Regional Communications Administrator provides consultative customer service that consistently meets or exceeds company standards of excellence and customer expectations. This role is responsible for creating an effortless experience for both external and internal customers through various communication channels. Key responsibilities include managing service inquiries, scheduling and verifying appointments, and supporting stores, technicians, and customers, as well as handling customer escalations. This position takes ownership of customer issues and ensures complete end-to-end resolution by utilizing all available resources.

This position requires excellent communication skills and attention to detail, exceptional customer service abilities, ability to operate between multiple applications / computer systems, and telephone etiquette. It also requires a sense of urgency and the ability to enlist the support of other departments to resolve issues in a timely manner.

This specific RCA role is Flex and based at the SSC; other RCA roles that exist are remote based.

Key Duties and Responsibilities

Prepare action items on customer behalf for improving service, reducing work orders, and maximizing customer revenue.

Responsibilities include :

• 30% - Service Call Creation - Creates all service calls using Great Plains and CRM (D365) based on requests from email, phone calls, or system-generated sources. Manages initial setup for field technician schedules, ensuring a smooth start for each technician's day.
• 50% - Scheduling & Optimization - Ensures timely dispatch of work orders, optimizing 100% of Field Technician schedules within the scheduling software based on time, distance, and priority. Schedules work orders within five days, proactively managing aged work orders and maintaining a balanced mix of projects, break / fix, and preventative maintenance tasks.
• 10% - System Updates & Communication - Regularly updates work order statuses, researches discrepancies, and escalates issues as needed. Keeps RESM / MSs informed of missed dispatches and specific status changes via email and phone. Ensures systems are accurately aligned to reflect current work order statuses.
• 5% - Parts Coordination - Collaborates with the Parts Team to verify parts orders and confirm delivery before scheduling work orders. Coordinates with other teams as necessary to secure parts and resources, ensuring efficient scheduling and completion of work orders.
• 5% - Additional Administrative & Team Support - Completes additional tasks, including ordering service-related equipment, handling administrative duties, participating in team meetings, and providing updates on technician schedules and skillsets. Engages in process improvement initiatives and supports business needs such as website maintenance and training completion.

Direct Manager / Direct Reports :

Travel Requirements :

Physical Requirements : Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.

Work Environment

Minimum Qualifications :

Must be available for a flexible work schedule : Evening / Weekend schedule may be required

Preferred Qualifications :