Skillbridge (Military Only) - Customer Service Lead

Description

Pay Range $0.00 to $0.00

Who you are:

McKinley is seeking a Customer Service Lead with a strong customer service background to join our team.  This member will have the ability to perform ALL customer service functions/desks within the department.  We are looking for the newest member to join our team that continues to rise to the challenges of a dynamic and fast-moving company.   The successful candidate will foster a positive environment with a hands-on approach and will be committed to the team, our customers and success of the business. 

Expectations:

• Be responsible and accountable for your own performance and continued growth and development
• Accessible to customers and co-workers
• Show enthusiasm and demonstrate a positive attitude
• Knowledgeable and professional
• Practice self-discipline; be driven and take initiative

Responsibilities:

• Manage and synchronize work order communications between our internal work order system and customer online work order systems
• Communicate regularly via email and phone with key national account customer stakeholders
• Perform regular audits of open orders to ensure they are progressing
• Perform audits of open quotes to ensure routine follow up from staff and improve quote time
• Research parts, prepare pricing and generate proposals based on technician’s recommendations
• Scheduling and dispatch technicians
• First line in customer service, handle customer complaints and disputes immediately to ensure a partnership resolution
• Perform and manage all operating functions of MFM and third party software processes
• Work with management to streamline processes
• Answer incoming phone lines for service department and process any document requests associated to close the call
• Create service request cases
• Assist technicians with work orders, correcting work order mistakes
• Invoice work orders in MAS (accounting system) and confirm batch totals match from both the work orders and MAS

Assist office with miscellaneous duties as assigned

Qualifications

What You Must Have:

• Education: 
  • Minimum: High School Education
  • Preferred: Bachelor's degree in business administration, marketing, finance, operations, or construction management

• Experience: Candidate must have a minimum of 3 to 7 years of experience in related field
• Requirements: All job offers are contingent upon a NEGATIVE DRUG SCREEN TEST
• Qualifications
  • Self-starter and self-motivated
  • Possess leadership ability in order to encourage a team environment
  • Strong analytical skills
  • Ability to multitask and manage multiple projects at once
  • Critical thinker and problem solving skills
  • Familiarity with industry’s rules and regulations
  • Accurately analyze situations and quickly generate effective solutions
  • Strong attention to details and accuracy
  • The ability to train and mentor others
  • Highly organized, punctual and reliable
  • Strong attention to details and accuracy
• Technical Skills
  • ServiceChannel work order management system experience is key
  • Corrigo, Verisae and FM Pilot experience is a plus (work order management systems)
  • MS Office
  • Sage Accounting – preferred, not required
  • Salesforce – preferred, not required
  • Must type a minimum of 50 wpm while multitasking

• Other required knowledge, skills, and abilities:
  • Ability to successfully prioritize and meet customer needs
  • Be friendly
  • Be someone who smiles
  • Be someone who says “How can I help you” and “Thank you”