Sr. Service Specialist, Skilled Trades

Overview:

The Sr. Service Specialist is responsible for maintaining excellence in customer service and for maintaining operational compliance and adherence to Standard Operating Procedures (SOPs). This position is the primary contact for customers and tradespeople and is responsible to deliver on their needs through effective order fulfilment.

Location: Tempe, AZ

Job Duties and Responsibilities

- Plays an active role in driving gross margin through effective management of pay and bill rates

- Fill customer requests in a timely manner

- Handle customer and tradesperson complaints quickly to resolve issues

- Provide regular coaching to tradespeople to include proper safety procedures

- In conjunction with the Assistant Manager, analyze customer and tradesperson experience data to improve retention rates

- Ensure all information in the system of all contacts is accurate and up to date, to include both tradespeople and customers

- Build and maintain tradesperson engagement through ongoing phone, text, and email communication

- Build and maintain customer engagement to further penetrate and develop business, including skill marketing calls (SMA) and quality assurance calls (QAP)

- Responsible for implementation of QAP, order fulfillment, payroll, update and maintain hard/electronic files, I-9/E-Verify

- Work with local Recruiters and Account Managers to grow assigned tradespeople working in the markets

Core Knowledge and Skills

- Proficient in Microsoft Office: Word, Excel, PowerPoint, Outlook; experience using SalesForce a plus

- Bilingual language skills a plus

- People person, able to provide excellent customer service

- Quick decision-making and problem-solving abilities

- Excellent time management

- Strong attention to detail and ability to manage multiple tasks simultaneously and meet deadlines under pressure

- Strong written and verbal communication skills

- Confident, proactive and willing to take on workplace challenges

- Great listening skills and able to take direction from individuals in higher-level positions

Qualifications

Education

- High school diploma, GED or international equivalent required

Work Experience

- 2 years’ experience in customer service, recruiting and/or inside sales preferred

- Construction industry knowledge and/or experience preferred

Licenses/Certifications

- OSHA 10 preferred

Work Environment and Physical Demands

- Employee is frequently required to stand, walk, sit, talk, and/or hear for long periods of time. The employee must regularly lift and/or move up to 10 pounds, occasionally lift and/or move 25 pounds.