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Customer Service Lead, Exterior Oceanside, CA

Company: Kellermeyer Bergensons Services
Location: Oceanside
Posted on: October 14, 2020

Job Description:

JOB DESCRIPTION IDENTIFICATION Job Title: Customer Service Lead, Exterior Department: Customer Service - Exterior FLSA Classification: Non-exempt Reports To: Customer Service Team Lead Status: Full-time OVERVIEW OF JOB The Customer Service Lead position for the Exterior Team requires exceptional organizational, leadership, and interpersonal skills. The Exterior Team provides exterior maintenance services likes snow plowing, landscaping, parking lot sweeping, lot, and pavement work on a national level, and we are looking for someone to fill the role by being the glue between clients, vendors, and outstanding services. This is done by meeting client expectations, vendor management, and quality control. This position's primary objective is to ensure that customer requests are addressed and resolved in a timely fashion. This role will focus on direct communication with customers and vendors, project scheduling, and coordination across departments to foster optimized interaction with our customers. Ensure customer properties are maintained properly and are safe for our client's employees and customers by properly managing vendors and their contracted responsibilities like Snow Removal, Landscaping, Sweeping of parking lots, and etc. ESSENTIAL JOB FUNCTIONS Assists team members in the organization and management of all customer and vendor inquiries Utilize proactive account management strategies to retain existing clients by building professional relationships with them Communicates directly with customers and vendors via phone or email and ensure high quality and service expectations are met Assesses and responds promptly to customer inquiries and escalations, with the ability to properly triage requests based on urgency Obtains and evaluates all relevant information to effectively address customer service inquiries, comments, or complaints Resolves customer complaints quickly and professionally and follows up to ensure that complaints were resolved to the customer's satisfaction Schedules and monitors the completion of customer projects with assigned and existing KBS vendors Log all pertinent information from calls into CSMS Process work orders and client requests in a timely and efficient manner. Manage administrative functions such as reporting, work orders, invoicing, tracking, etc Successfully meet and adhere to department quality and KPI goals set forth by management Take preventative measures to ensure that all accounts are functioning smoothly and that each customer site is being maintained properly Proactively detect & correct account concerns and decide on the best method of corrective action Other tasks and duties, as assigned QUALIFICATIONS Facilities Maintenance industry experience is a plus Demonstrates excellent interpersonal, listening, and conflict management skills Possesses adaptability, resourcefulness, ability to navigate varying requests, and stress tolerance Has excellent communication skills, both oral and written Possesses strong mathematical skills, ability to analyze and disseminate data, and create reports Ability to analyze problems and implement effective solutions Superior attention to detail, data entry accuracy, and editing skills Demonstrates superior time management skills, including sensitivity to urgent matters Demonstrates honesty and integrity at all times Ability to follow appropriate safety guidelines Demonstrates the ability to be flexible, prioritize tasks and responsibilities, and complete duties and projects within the allotted time Able to respond to change productively and to handle additional tasks and projects as assigned Through actions and example, ensures that KBS values are fully incorporated into company customer and vendor interactions EXPERIENCE REQUIRED Knowledge of customer service principles and practices 3+ years' experience and knowledge of administrative procedures Advanced experience with Microsoft Office, with an emphasis on Excel EDUCATION Associates Degree; Bachelor's Degree is a plus Demonstrated keyboarding skills of at least 40 wpm LANGUAGE SKILLS Bilingual English/Spanish preferred Must be able to read and interpret documents, such as letters, email communication, contracts, instructions, and procedure manuals in oral, written, or diagram form Must be able to write detailed and summary reports MATHEMATICAL SKILLS Must be able to add, subtract, multiply, and divide into all units of measure, using whole numbers, common fractions, and decimals Must be able to apply mathematical concepts to practical solutions Must be able to analyze statistical reports REASONING ABILITY Ability to apply common sense understanding to carry out instructions Ability to deal with standardized situations with only occasional or no variable #ZR

Keywords: Kellermeyer Bergensons Services, Oceanside , Customer Service Lead, Exterior Oceanside, CA, Hospitality & Tourism , Oceanside, California

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