The Sr. Service Specialist is responsible for maintaining excellence in customer service and for maintaining operational compliance and adherence to SOPs. This position is the primary contact for customers and tradespeople and is responsible to deliver on their needs through effective order fulfilment.
ESSENTIAL DUTIES and RESPONSIBILITIES include the following:
Plays an active role in driving gross margin through effective management of pay and bill rates.
Fill customer requests in a timely manner
Handle customer and tradesperson complaints quickly to resolve issues.
Provide regular coaching to tradespeople to include proper safety procedures.
In conjunction with the Assistant Manager, analyze customer and tradesperson experience data to improve retention rates.
Ensure all information in the system of all contacts is accurate and up to date, to include both tradespeople and customers.
Build and maintain tradesperson engagement through ongoing phone, text, and email communication.
Build and maintain customer engagement to further penetrate and develop business, including skill marketing calls (SMA) and quality assurance calls (QAP)
Responsible for implementation of QAP, order fulfillment, payroll, update and maintain hard/electronic files, I-9/E-Verify
Work with local recruiters and account managers to grow assigned tradespeople working in the markets.
If interested, please forward a resume to [email protected]