Operations Support Specialist (Hybrid)

Compensation Details:

$18 - $28

Job Description:

The Operations Support Specialist (OSS) is the primary person who answers the phone to discuss our services, prices and availability. Every effort to assist new customers in understanding how we work is expected during each conversation. Once a complete understanding has developed and estimated package/pricing is given, each customer is to be scheduled with a brief description of the type of work, the correct Craftsman, and an exact date and time when work is to be performed. This information is passed along to the Craftsman in the field the night prior. Every effort to assist the Craftsman during this process is to be made from the office. Schedule: Thursday – Monday 8am – 5 pm. 3 days in office (Th, Fri, & Mo) and 2 days (Sat & Su) remote.

Responsibilities

Answering the phone

Enter leads in CRM, educating customer on AHS and following call blueprint.

Schedule job on appropriate craftsman based on skill set and location. Inputting detailed notes on job description that is easy and clear for CM.

Making sure the schedule is packed and with efficiency for the Craftsmen.

Return calls, voicemails and emails in a timely manner and all by end of day.

Contact each lead, daily and updating the notes in PipeDrive following the sales process.

Call customers for job review on newly hired Craftsmen after shadow is complete.

Call warranty calls.

Review schedule to make sure invoices and estimates are complete and paid.

Review calls and rate in Centermark Dashboard.

General Admin tasks, supply updated, filing, office maintenance.

Working with Leadership Team.

Maintain a closing ratio of minimum 60%.

Send thank you notes weekly

Complete understanding of the AHS Service Path.

Handling customer complaints and escalating as necessary.

Update OSS Summary Sheet everyday

Skills Needed

5+ years’ experience in customer service skills.

Previous dispatching experience, preferred

Ability to solve complex problems

Excellent written and verbal communication and interpersonal skills.

Ability to handle stressful situations and work in a fast-paced environment.

Microsoft suite (Outlook, Word, Excel) experience.

Minimum of 45 WPM and ten-key a plus.

Multi-tasking, time management and prioritization skills a must.

Critical thinking skills.

Assisting with additional projects and tasks as asked.

Equal Opportunity Employer

Ace Handyman Services is committed to a policy of promoting equal employment opportunities. The company recognizes the importance of diversity and leveraging the skills and talents of all people to the mutual advantage of each individual and the organization. The company is committed to the prevention of employment discrimination related to race, religion, color, sex (including sexual harassment), gender identity, national origin, age, marital status, disability and military or veteran status, sexual orientation or any other action covered by federal or applicable state/local laws.

Disclaimer

The pay range for this position starts as listed in the job posting, but could be higher based on education and experience. Please note, compensation decisions are dependent on the facts and circumstances of each opening. We take into consideration the minimum requirements outlined in the job description, such as an individual’s education, training and experience, the position’s work location, required travel (if any), and external market conditions when determining the final salary for potential new hires.

Be aware that salary estimates published via alternate online job boards may not be a true representation of the actual pay range offered for this position. Please refer to the Ace Handyman Services position description for the accurate starting pay range information and feel free to discuss this with a Talent Acquisition professional if you are chosen to move forward with an interview.

This written “Position Description” is not intended to cover all aspects of the position listed. It is meant to cover the basic/general essential job functions of a particular position. Ace Handyman Services reserves the right to change job duties, including essential job functions, according to business necessity.

Ace Hardware is the largest retailer-owned hardware cooperative in the world with over 5,800 locally owned and operated hardware stores in approximately 60 countries. Headquartered in Oak Brook, Ill., Ace and its subsidiaries operate an expansive network of distribution centers in the U.S. and have distribution capabilities in Ningbo, China; and Cuautitlán Izcalli, Mexico. Since 1924, Ace has become a part of local communities around the world and known as the place with the helpful hardware folks. For more information, visit acehardware.com or newsroom.acehardware.com.