Head of Customer Service and Experience

Description

Position at Whaley Foodservice Responsibilities:

• Prioritize new unscheduled service calls for branch's service technicians to best meet customer's needs.
• Provide direct supervision of all branch service technicians.
• Set up daily and on-call schedule for all service technicians at branch location.
• Respond directly to customers and factories regarding service related issues.
• Provide technical support for branch parts department, walk-in customers and customers over the phone.
• Provide technical support to branch service technicians in the field to resolve problems quickly.
• Set up ready boxes or parts needed by technicians for assigned jobs.
• Contact customers as directed for leads, service issues and collection issues.
• Conduct/oversee weekly tech meetings as required by Area Manager.
• In Area Managers absence, assume responsibility for daily branch operations.
• Be available to on-call service technicians (nights, holidays and weekends) for technical support as required.
• Performs other duties as required.
• Good interpersonal and communication skills for verbal, over the phone communications with customers and service technicians.
• The ability to understand and prioritize service calls and assign technicians accordingly.
• Must be well organized and focused on promoting customer and employee satisfaction.
• Regular lifting of 5 pounds to 50 pounds depending on requirements of the repair, maintenance, and/or installation.
• Repeated bending, twisting, stooping and kneeling.
• Extensive daily travel to work site location.
• Exposure to hot grease from fryers.
• On-call weekend rotation may be required (frequency varies with branch size).

MINIMUM QUALIFICATIONS:

A High School diploma or the equivalent in experience.
Ability to handle multiple tasks simultaneously including multiple incoming phone calls.
Driving record acceptable under auto liability insurance guidelines.3-5 years previous experience as a Service Technician within the industry or 1-3 years previous industry experience combined with 2-3 years of direct customer service experience.
This position is a non-exempt employee

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All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.