POSITION SUMMARY
To ensure orders are fulfilled on time by routing workflow and providing support to assigned Field Services teams throughout the day. Serves as a liaison between Field Technicians, Account Managers, Production, and I.T. to meet operational needs, including the customer experience. Responsible for leading the daily operations related to workforce management and dispatch. Keeping track of resource allocation, inventory, answering client calls, handling maintenance issues and providing administrative support as needed.ESSENTIAL FUNCTIONSReasonable Accommodation StatementTo accomplish this job successfully, an individual must be able to perform, with or without reasonable accommodation, each essential function satisfactorily.
Reasonable accommodations may be made to help enable qualified individuals with disabilities to perform the essential functions. Essential Functions Statement(s)
Entry Level Position with Training Provided.
Assists with technician routes using established workforce management system to ensure customer commitments are met (i.e. installs, relocate, removal, and service calls) using established procedures
Navigates the Field Nation system to build or edit work orders and confirms schedule availability of customers and technicians, new orders and reschedules for Field Technicians, in accordance with established procedures
Completes, cancels or re-assigns work assignments for Field Technicians and safeguard operations by informing management of potential problems
Handles in-bound/out-bound calls, chat, and e-mail for both internal and external customers and provides exceptional customer service
Researches and identifies unnecessary field service calls to recommend closures where needed
Works with various and moderately complex software platforms
Performs other duties as assigned
Leading department and strategy to ensure group deliverables are met
Answering phones and responding to client requests and inquiries.
Managing and updating company databases.
Keeping track of inventory and ordering supplies.
Maintaining client records.
Managing budget and payouts
Drafting and mailing customer correspondence.
Organizing events, scheduling meetings, and making travel arrangements.
Performing other duties as assigned.
POSITION QUALIFICATIONSCompetency Statement(s)
Leadership - Proven experience leading a team and managing a performance based culture.
Relationship Building – Ability to effectively build relationships with customers and co-workers. Ability to tactfully approach others, react well under pressure, treat others with respect and consideration.
Customer Oriented – Ability to take care of the customers’ needs while following company procedures.
Communication – Ability to communicate effectively with others using the spoken word. Ability to write clearly and informatively. Present numerical data effectively. Ability to read and interpret written information.
Problem Solving – Identify and resolve problems promptly. Gather and analyze information and develop alternative solutions.
Ethics – Treat employees and customers with respect. Work with integrity and uphold organizational values.
Strategic Planning – Ability to develop and create a culture in which the long-range goals can be achieved. Analyze market and competition and adapt strategy to changing conditions.
Accountability – Ability to accept responsibility and account for own actions.
Diversity – Show respect and sensitivity for cultural differences. Promote a harassment-free environment and build a diverse workforce.
Decision Making – Ability to make critical decisions while following company procedures.
Change Management – Display original thinking and creativity. Develop innovative approaches and ideas and generate suggestions for improving work.
Business Acumen – Ability to grasp and understand business concepts and issues.
Must effectively perform multiple tasks simultaneously and constantly throughout each workday using various communication methods
Must effectively organize and prioritize workload throughout the workday
Must be able to effectively utilize, desktop computer hardware and software
Must be able to use software (e.g. monitoring tool) to analyze network connectivity and router settings
Must be able to use various electronic devices for in-bound and out-bound communication while providing exceptional customer service (e.g. email, phone, text and in-person skills)
Must successfully meet established operational performance metrics
Must be able to use online knowledge systems and search for reference procedures and work aids (i.e. paperless resources)
Other Requirements:
Strong organizational and administrative skills.
Excellent communication skills, both written and verbal.
Detailed-oriented with strong analytical and problem-solving skills.
Ability to multi-task.
Outstanding organizational skills
Excellent communication and interpersonal skills
SKILLS & ABILITIESCommunication Skills:
Must be able to communicate professionally, effectively and courteously with customers and coworkers, using a variety of communication formats (email, chat, in-person, telephone, etc.)
Must be able to write routine reports and correspondence
Must be able to interpret a variety of instructions furnished in written, oral, diagram, or schedule form
Reasoning Ability:
Must be able to analyze and troubleshoot core products and other ancillary equipment
Must be able to learn and acclimate to change quickly
Must be able to accept constructive feedback and promote a positive company image on a consistent basis
Must be able to exercise good judgment
17.00 To 17.00 (USD) Annually
