Customer Service / Service Lead / Dispatcher / Call Center - Collaborative Environment

Sheer Enterprises is a Certified Building Contractor (CBC1257467) specializing in Facilities Maintenance, Remodels, and Roll-outs specifically within the restaurant and retail industry. Our work is conducted using our own In-House Crews. We have multiple offices throughout the U.S. strategically located to better serve the majority of the nation.

West Palm Beach, FL – Brick, NJ – Garland, TX – Akron, OH – Wichita, KS

Over the past 30 years, Sheer has evolved our abilities to support the needs of our customers. We are projected to grow 50% this year and we intend on opening other offices as needed to provide the most exceptional service and coverage. We are consistently involved with nationwide roll-out initiatives and remodels, and continue to develop and grow our nationwide coverage. Our goal moving forward is to continue to adapt and evolve strategically according to customer needs.

We are excited to announce that we are hiring for a:

In our: Brick, NJ Location

This candidate should have knowledge of: Dispatch

Be experienced in: Facility Maintenance or related field

Service Lead

Job Overview:

The Service Lead is responsible for managing work orders for a specific client, region and/or trade based on Account Manager’s direction. This role involves vendor management, negotiating with vendors, project management and communication through third party portals of customers. Will report directly to an Account Manager. Fast paced position with a need for excellent verbal and written communication skills. Knowledge of trades including plumbing, electrical, and carpentry is a plus.

Directly Reports To: Account Manager

Job Responsibilities:

• Assign and dispatch correct sub-contractors to work orders based on their ability to meet scope, pricing, timelines and customer’s KPIs.
• Consistent and frequent communication with sub-contractors to ensure timelines are met.
• Track and receive info from sub-contractors regarding pricing and scopes. Verify scopes are correct and photos have been submitted.
• Work with Account Manager on any service WO escalation including immediate increase needed from customer, issues on ongoing project, scheduling delays and/or cancellations.
• Negotiate pricing with sub-contractors. Detail all info, review for accuracy, and prior to sending to estimator.
• Evaluate and reconcile sub-contractor invoices. Communicate with sub-contractors if there are inaccuracies or disputes.
• Communicate with sub-contractors regarding any issues or concerns on the job site. This includes changes in scopes, additional work needed, and pricing.
• Entering notes into the service portal as well as the client portals. Ensure notes are up to date and accurate.
• Meet timelines and expectations set by the client.
• Maintain a 4 day max average of all open WO’s from creation to completion of work.
• Participate in the rotational on call schedule
• Any additional tasks set by the Account Manager

Required Meetings:

· Weekly KPI Meeting with Account Managers

Candidate Qualifications:

• 3-5 years of service dispatching experience with sub-contractors within the facility maintenance industry a plus
• Prior working knowledge of Service Channel, OfficeTrax, Corrigo as well as other customer portal systems a plus
• Knowledge and exposure to restaurant construction is highly desirable.
• Must be legally able to work in US without sponsorship required at time of hire
• Excellent technical skills, including using computers, the internet and file sharing required.
• Strong personal management skills, dedication and organization required.