A Customer Service Manager manages staff that provide customer service for a company. Assists staff as needed, or deals directly with customers. Implements policies with regard to company products or services. Answers questions, resolves problems and complaints and approves refunds or exchanges for customers.
The Assistant to Field Service Manager role is designed to support the FSM providing premier service to our clients. Supporting the Field Service Leaders (FSL) and their Service Technicians by handling administrative tasks to ensure they can focus their time on field activities. This role is designed to work closely with the FSM to grow their operations knowledge and experience.
Minimum Qualifications:
(Education, Experience, Knowledge, and Skills): High School diploma is required. Bachelor's degree is preferred. Previous service industry experience (Power Generation, HVAC, etc.) is preferred. Capability of managing customers with tact, patience, and grace. Fluency with Microsoft Office product suite. Critical reading and analytical skills. Strong organizational skills. Ability to manage workload issues with strict deadlines and attention to detail. Capable of working independently and multi-tasking in fast paced environment. High energy level with ability to take initiative. Must possess excellent verbal and written communication skills.
Job Duties and Responsibilities:
Handle daily time approvals for Service Technicians, review issues found with FSM to ensure the FSL's are coaching the Service Technicians on improvements. Handle weekly reviews of expense reporting, work with FSM to ensure coaching is provided when issues are found. Assist the FSM in reviewing the productivity and profitability of work orders, ensure we are performing up to company standards. Assist the FSM in building and maintaining the OnCall program. Develop a comprehensive knowledge of company services, solutions, and programs. Coordinate with the other team members to resolve problems, facilitate solutions and enhance the customer service experience. Periodic travel will be required to attend customer meetings. Provide after-hour emergency response support as required. Assist in preparation of work orders for handoff to invoicing, work with Service management on items found that need to be address within the Operations Department. Assist FSM In productivity data review.
Physical Demands and Work Environment:
About Us:
PowerSecure, a Southern Company subsidiary, is a leading provider of innovative energy solutions to electric utilities and their industrial, institutional, and commercial customers. Join Our Power Team! (https://cloud.3dissue.com/205953/206237/242401/HR-9-14-2020/index.html) We invest in high-value and cost-effective benefits for our employees.
Our benefits package includes:
Medical, dental, vision and life insurance coverage Competitive pay and a matching 401 (k) plan Vacation, Company Holidays, Paid Time Off (PTO- personal and sick days) Flexible spending accounts/Health savings account Wellness Incentive Programs Employee Referral Program Tuition Reimbursement PowerSecure is an Equal Opportunity/Affirmative Action employer and will consider all qualified applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status. This position is not open to third party recruiters. Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights (https://www.eeoc.gov/poster) notice from the Department of Labor.
