Service Specialist, Customer Service​/HelpDesk

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Full Time Craft Workers Centerton, AR, US

Position Summary

The Service Specialist oversees home repairs requested by homeowners during the two (2) year home warranty period. The position successfully manages customer interactions during the service visit.

Essential Duties and Responsibilities

• Provides leadership to the service technicians that is in alignment with company mission, vision, and values
• Delivers quality and value through the daily management and completion of assigned service tickets
• Manages the team’s daily schedule and works proactively to solve homeowners’ concerns
• Identifies and assesses homeowner’s needs to achieve customer satisfaction
• Corresponds with homeowners via phone, email, and in person to efficiently navigate customer concerns
• Oversees equipment rental and large material deliveries required for the assigned appointment
• Develops and maintains positive working relationships with homeowners, trade partners, and vendors
• Participates in the growth and development training of the service pro on their team
• Consistently maintains the service ticket resolution targets
• Corresponds with city officials and serves as a company ambassador as needed
• Assists in planning service outreach opportunities
• Participates in the emergency and after hours on call process
• Adheres to safety standards and guidelines while on the job site

Qualifications and Skills

• Construction experience preferred but not required
• Strong problem-solving and time management skills
• Ability to learn new software and utilize company HB1 system
• Valid driver’s license and clean driving record
• Must be at least 21 years of age to drive a company vehicle

Work Environment and Physical Requirements

• Works outdoors in a non-temperature-controlled environment, with medium to high noise levels
• Frequently required to stand, walk, and sit in a vehicle

Occasionally required to climb, lift, pull, and push objects up to 70 pounds