Job Summary:

Learn the customer's building management needs in HVAC, plumbing, electrical and other service categories, send requests to the appropriate service providers, collaborate on performance expectations with supply chain teams, manage the service fulfillment process, and enhance the customer experience while informing our engineering processes.

Reports to: Manager, Operations - Services

Essential Job Functions:

• Interact with customers digitally and over the phone to learn understand their building management needs
• Manage service and quote requests with service providers and communicate with customers
• Monitor progress of service events to mitigate risk
• Create relationships with suppliers and coach them on technology usage
• Improve speed of fulfillment while minimizing the number of customer concerns

Requirements:

• Previous customer service experience
• Use of systems and technology to document and manage workload
• Research and provide prompt resolutions using creative problem solving
• Find common ground in difficult situations with minimal disruption
• Participate in 24x7 customer service on-call rotations approximately one week per quarter (this includes weekends and holidays)
• Bachelor's degree in Operations, Supply Chain, or Business required