Customer Service / Dispatcher / Service Lead

Description:Job Description: Service Lead

Will report directly to an Account Manager. Fast paced position with a need for excellent verbal and written communication skills. Some knowledge preferred regarding trades including: locksmith repairs, door hardware, overhead doors, dock levelers, baler repairs, door and window replacement, and emergency board ups.

Duties and Responsibilities:

• Provide a single point of communication and ownership of work orders to sub-contractor vendors, clients, and Account Manager.
• Research, assign, and dispatch sub-contracted vendors to work orders based on their ability to meet scope, pricing, timelines, and client’s key performance indicators.
• Communicate and coordinate with sub-contracted vendors to ensure timelines are met and scopes of work are complete, all within budget and to client’s satisfaction.
• Work with clients and Account Manager on any work order escalation including, but not limited to, immediate increases needed in budget for service or project work, issues onsite, and scheduling delays and/or cancellations.
• Confirm accurate notes and ETA schedules are being placed into client portals on a daily bases and prior to invoicing.
• Negotiate pricing with sub-contracted vendors at initial dispatch and continuously as additional work is needed on every work order.
• Work with Administrative Support Team to review and reconcile all closing documentation, especially invoices.
• Communicate and reconcile disputes, including invoice disputes, with sub-contracted vendors.
• Add notes to Evo’s software platform meticulously, concisely, and clearly.
• Communicate through client portals to provide updates throughout job timeline and set scheduling dates.
• Meet expectations and timelines set by both the client and Evo.
• Identify live change orders and escalate to Account Manager for immediate approvals with client while techs are onsite.
• Participate in mandatory rotational on-call schedule
• Additional duties and special projects as assigned.
• Follow up with Purchasing Manager and Jr Purchasing Manager (warehouse) to track and manage timelines of purchased materials to ensure ETAs are met and timelines are upheld

Preferences:

• Preferable project management experience/certifications.
• Ability to work with in client portals such as Service Channel, Office Trax, Corrigo Pro, Verisae, and/or other client facility management portals is highly desirable
• 3 plus years of experience in a service or call center environment specializing in facility management and service dispatching is preferred.
• Understanding and exposure to restaurant and/or general construction.

Requirements:Requirements:

• Legally eligible for work in the United States without sponsorship at time of hire.
• Expert multi-tasking skills combined with ability to prioritize quickly in a fast-paced environment.
• Sharp attention to detail.
• Excellent verbal and written communication skills with the ability to effectively communicate at all levels of the organization.
• Professional and friendly demeanor with a knack for establishing positive rapport with co-workers, sub-contractor vendors, and clients via telephone and in person.
• Ability to effectively navigate negotiations.
• Proficient in Microsoft Office Suite.
• Reliable transportation to and from work.