Job Description

The main function of this position is to ensure operational coverage and service coordination scheduling by reviewing, monitoring, and ensuring completion of all open work orders and service requests. This includes assistance to the Manager, Customer Relationship Services and providing guidance and handling escalated scheduling / service issues.

RESPONSIBILITIES

• Responsible for scheduling and dispatching all service events between Customer Engineers or Service Partners for an assigned territory.
• Be willing to lead by example – be accountable and dependable, maintain a positive attitude, inspire others to go the extra mile to take care of Customers (internal/external) and achieve Operational Key Results (OKR).
• Continuously monitor the scheduling efforts of the Regional scheduling team and report team statuses and action plans weekly to the Manager, Customer Relationship Services.
• Act as a coach/mentor when communicating or addressing performance issues with the team.
• Demonstrate the ability to remain calm and even-tempered during stressful situations.
• Close coordination with the Manager, Customer Relationship Services of any behavioral or operational related issues. Present recovery plan(s) with multiple options that will allow the Manager, Customer Relationship Services to make informed decisions.
• Actively seek and participate in continuous improvements initiatives that impact customer care and coordination of work.
• Assist the Manager, Customer Relationship Services in the implementation of new processes/policies and systems.
• Meet with scheduling team on a regular basis to review, coach and train on various Customer Service concerns and opportunities.
• Handle escalated scheduling issues within the region, including but not limited to sales inquiries and assisting Customer Success Management and Coordinated Services scheduling.
• Be available after hours to assist with escalations to meet customer/contract SLA (Service Level Agreement).
• Generate standard and custom reports to monitor workload.
• Proactively identify schedule risks and present options to resolve critical potential issues to the local team and Manager, Customer Relationship Services.
• Ensure all billable work is being scheduled and executed and tickets are closed out in a timely basis.
• Where practical, empower and direct the team to strategically schedule preventive maintenance visits to minimize/ cover costs for the company (take over Customer Engineer Scheduling or large account scheduling).
• Ensure accurate documentation of all scheduling correspondence in tickets.
• Maintain regional PTO schedule and ensure responsibilities are covered during absences.
• Ensure performance results in BetterWorks monthly.
• Provide content and assist Manager, Customer Relationship Services in quarterly BetterWorks one-on-one conversations related to job performance.
• Promote recognition and submit positive feedback in BetterWorks and to the Manager, Customer Relationship Services.

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

REQUIREMENTS

Minimum Qualifications: (education, experience level, knowledge, skills, certifications).

• Bachelor’s degree in business administration OR High school education with 5 years minimum same or similar work experience.
• Minimum of 5 years customer service and coordination of service activities.
• Self-motivated and possess the ability to lead and direct a diverse team.
• Must be attentive, patient and strongly skilled in written and verbal communication; clear, professional, positive, and informative communication style.
• High-level competence in multitasking, time management, organization, critical and analytical thinking, problem solving, and the ability to influence others are required.
• Ability to thrive in a dynamic and collaborative environment and be comfortable with ambiguity.
• Adapt quickly to changing priorities and customer needs.
• Ability to persuade others in order to change undesirable behaviors and/or achieve the goals of the business.
• Must be proficient in the business tools used to perform the job and have extensive knowledge of the businesses processes, people, and products.
• Intermediate/advanced proficiency using Microsoft Excel software, including data analysis, pivot tables, etc.

POSITIONS ELIGIBILITY REQUIREMENTS (travel, location, etc.)

• Willing to work flexible hours, including before shift/after shift and weekends to support the business.
• Reports in office full time Monday-Friday (Westerville, Ohio)