ServicePower

The Field Service Follow-Up Representative’s role and essential functions are to:

• Provide courteous, efficient and helpful customer service.
• Follow up on open/incomplete dispatches.
• Support initiatives to improve office operations, call center performance, client services, and service network performance.
• Help build and maintain good working relationships with clients, servicer network and peers.
• Oversee, track and follow up on all dispatches to completion.
• Provide office-wide support to all departments as needed. Responsibilities include taking inbound calls, making outbound calls, responding to tickets, etc. for all Service

Specific responsibilities:

• Support Service Outsourcing Dispatch and network management.
• Perform dispatch follow up.
• Bring emails and follow-ups to a zero balance daily.
• Remain logged into a phone queue during your scheduled shift.
• Correctly use pause codes to track adherence.
• Answer and handle calls within SLA.
• Respond to and resolve tickets within SLA.
• Facilitate great servicer follow-up relationships. o Servicer profile management.
• Must be able to identify correct processes and implement according to the client you working on.
• Attend staff meetings on a weekly basis.
• Participate in ongoing interdepartmental training.
• Work on special projects as assigned by leadership.
• Reporting to the National Service Manager

Position Requirements

• 1 year minimum, 2-3 years preferred, experience in Customer Service Call Center environment, dispatching (Preferred) Administration a plus.
• High school diploma or equivalent.
• Technical skills: Skills including but not limited to MS Office Suite with focus on excel, web based applications, ticketing system, usage of general office equipment like soft phones ; general technical and mechanical understanding a plus.
• Success factors: World-class customer service, remarkable work ethic, self-starter, go-getter, ability to work under pressure, takes ownership and responsibility, interested, invested, flexible, process oriented, excellent verbal and written communication skills, multi-tasking, interpersonal skills, attention to detail and follow-up, great attitude, patience, problem solving skills.

Job Type: Full-time

Pay: From $17.50 per hour

Expected hours: No more than 40 per week

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Schedule: 8-hour shift

Work Location: Remote

This position reports to the Contact Center Supervisor, and provides professional, courteous, efficient, and helpful customer service to all clients and their servicer network via software support. To represent ServicePower to the best of their ability, in accordance with our line of products and services.

Essential Functions-Daily

o Answer Servicer Support phone calls daily in whatever queue is assigned to them to assist clients and servicers, in the support of the ServiceClaims and ServiceDispatch software web portal.

o Address tickets (Zendesk) throughout the day to manage client and servicer issues.

o Perform assigned project work that requires day to day follow up.

o Meet and work diligently to exceed support center metric goals and contracted service levels.

o Support initiatives to improve office operations, call center performance, and client services.

o Help build and maintain good working relationships with clients, end-users and servicers.

Essential Functions-Periodic

o Attend staff meetings on a weekly basis.

o Participate in ongoing interdepartmental training as needed.

o Perform project work as assigned by management.

o Support the Servicer Support group:

• Assist in the creation and update of process documentation.
• Maintain organization of office and group documentation.

o Provide weekly online servicer ServiceOperations application training as assigned.

Position Requirements

o Years of experience: 1 year minimum, 2-3 years preferred, experience in a Customer Service Call Center environment; Technical Support and Dispatching experience a plus.

o Education and/or certifications required: High school diploma; College courses a plus, CS seminar certifications a plus.

o Technical skills: PC/laptop skills including but not limited to MS Office Suite; web-based applications, soft phone system, e-mail based helpdesk ticketing system (Zendesk).

o General knowledge of: Customer Service, Warranty Claims Processing and Dispatch Services in the Field Service Industry preferred.