The Operations Support Specialist (OSS) is the primary person who answers the phone to discuss our services, prices and availability. Every effort to assist new customers in understanding how we work is expected during each conversation. Once a complete understanding has developed and estimated package/pricing is given, each customer is to be scheduled with a brief description of the type of work, the correct Craftsman, and an exact date and time when work is to be performed. This information is passed along to the Craftsman in the field the night prior. Every effort to assist the Craftsman during this process is to be made from the office.
Work Schedule: M - F 8AM - 5PM
Responsibilities
- Answering the phone
- Enter leads in CRM, educating customer on AHS and following call blueprint.
- Schedule job on appropriate craftsman based on skill set and location. Inputting detailed notes on job description that is easy and clear for CM.
- Making sure the schedule is packed and with efficiency for the Craftsmen.
- Return calls, voicemails and emails in a timely manner and all by end of day.
- Contact each lead, daily and updating the notes in PipeDrive following the sales process.
- Call customers for job review on newly hired Craftsmen after shadow is complete.
- Call warranty calls.
- Review schedule to make sure invoices and estimates are complete and paid.
- Review calls and rate in Centermark Dashboard.
- General Admin tasks, supply updated, filing, office maintenance.
- Working with Leadership Team.
- Maintain a closing ratio of minimum 60%.
- Send thank you notes weekly
- Complete understanding of the AHS Service Path.
- Handling customer complaints and escalating as necessary.
- Update OSS Summary Sheet everyday
Skills Needed
- 3+ years’ experience in customer service and sales
- Construction/Home Services experience, preferred
- Service Titan experience, preferred
- Previous dispatching experience, preferred
- Ability to solve complex problems
- Excellent written and verbal communication and interpersonal skills.
- Ability to handle stressful situations and work in a fast-paced environment.
- Microsoft suite (Outlook, Word, Excel) experience.
- Minimum of 45 WPM and ten-key a plus.
- Multi-tasking, time management and prioritization skills a must.
- Critical thinking skills.
- Assisting with additional projects and tasks as asked.
Job Type: Full-time
Pay: $18.00 - $28.00 per hour
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Schedule:
Work Location: In person