National Accounts Customer Service Specialist

Job Description

Job Description

Description:

The National Accounts Customer Service Specialist is responsible for facilitating the resolution of our large National Account gas station requests for service. This is achieved through the deployment of JF service technicians or subcontractor service technicians to these gas stations within expected response times. The Specialist works in close collaboration with the JF branch Service Manager or subcontractor management/dispatch to safely deliver high quality service in accordance with the client's expectations. The Specialist acts as a primary interface with subcontractors, JF Supply Chain, the JF Customer Care Center, JF Service Billing and JF Accounts Payable in carrying out the mission of providing high uptime to client's gas stations.

Job Responsibilities:

• Learn and stay current with the National Account Gas Station's standard operating procedures.
• Develop strong & productive working relationships with subcontractors, management, and dispatchers.
• Create work orders to support in rapid first visit site restoration or timely revisit resolution.
• Document subcontractor check-in, check- out, and completion of work orders to assist in closure.
• Work closely with dispatchers and/or service managers at the JF branch or subcontractor that has been assigned the service work order.
• Assess any potential delays caused by branch workload and/or technician availability.
• Evaluate work order reassignments to secondary contractors if needed to achieve SLA commitments.
• Communicate SLA deviations to customer and site when required.
• Coordinate with JF Supply Chain to expedite technician parts and redeploy techs quickly; assist in finding parts when needed.
• Accept and respond to customer concerns related to work order completion and quality of workmanship. Assure customer recall service requests are assigned to subcontractors or JF technicians for work order completion.

Requirements:

• High School Diploma or GED required
• Highly organized; Excellent time management skills and ability to multitask
• Customer service, call center or dispatch experience preferred
• Ability to type 35 wpm with a high level of accuracy
• Familiarity with knowledge of MS Excel, Outlook, Teams
• Team player; demonstrated ability to work assertively & collaboratively in a high-performing, fast paced team environment.
• Conflict resolution and conflict management experience
• Excellent communication skills and interpersonal abilities, including negotiation skills
• Must be able to meet company’s employment requirements, which includes passing a drug screen, background check, and MVR, if driving for the company
• Physical Requirements: include occasional lifting/carrying of 10 pounds; visual acuity, speech and hearing; hand and eye coordination and manual dexterity necessary to operate a computer keyboard and basic office equipment. Subject to sitting, standing, reaching, walking, twisting, and kneeling to perform the essential functions. Working conditions are primarily inside an office environment. Prolonged periods sitting at a desk and working on a computer.

Company Offerings:

• Competitive pay
• 401(k) with company match
• Paid time off
• Paid holidays
• Health benefits (Medical, Vision, Dental, Disability)
• Life insurance-company provided

*JF Construction Services is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or any other legally protected status.