Customer Relationship Specialist

JOB SUMMARY 

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 

• Manages a select list of “Essential” or “Preferred” customer accounts. Develops and maintains Account Plans to achieve both long and short-term operational and administrative objectives within assigned accounts. 


• Develop and maintain schedules as required to support project loading, ensuring project flow and schedules meet the expectations of the customer and/or contract. 


• Cradle to grave follow through on resolution for all emergency service calls for assigned accounts.


• Driving and tracking T&M activity as required for noncontract related work. 


• Develops and grows relationships with sales, service, management, and other key internal partners essential to the support of assigned accounts.


• 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).


• 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 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 assigned customer, including but not limited to sales inquiries and Field Service escalations. 


• 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.
  
   

• 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)