Customer Service Representative- Team Lead/ Account Manager

General Info
Job Type: Full-Time
Minimum Years of Experience Required: 5 Years
Minimum Years of Education Required: Some College Course work
Salary Range: $55-$65 / Annual - Bonus Eligible
Must be Authorized to Work in the US
The objective of the Team Lead is to be the primary liaison between a customer's headquarters and First Service Networks to ensure decisions regarding the account demonstrate we have a thorough understanding of their organization and are aligned with shared goals and objectives resulting in exceptional service, customer retention and satisfaction.
Duties and Responsibilities:
Connect with customers and build appropriate rapport to have a thorough understanding of needs, expectations and requirements in order to achieve customer goals and service level agreements. Provide effective and proactive communication to customer regarding status of services, time estimations and cost.
Review scope of work and pricing, negotiate rates and costs as necessary with a laser focus on customer cost reduction. Verify customer requirements have been met and approve changes on behalf of the customer when applicable. Submit recommendations and proposals to customers.
Establish and cultivate appropriate rapport with service contractors in order to achieve customer expectations while minimizing customer costs. Source prospective contractors as needed and complete Request for Contractor Coverage forms for contractor approvals.
Analyze key metrics, daily & weekly reports, and performance indicators to identify areas of focus and/or necessary improvements. Determine appropriate actions, communications and take steps necessary to continue providing exceptional service ensuring deliverables meet contractual requirements and reduce customer costs.
Monitor, manage and take action on customers' scheduled and demand service requests ensuring service level agreements are consistently met.
Assist Level 1 and Level 2 employees with questions, provide guidance and take escalation calls.
Job Qualifications:
At least 5 years experience in customer service, customer retention and/or business development; previous work experience in facilities maintenance, hospitality, food and beverage, HVAC; demonstrated experience in providing exceptional customer support in a fast paced environment; excellent written and verbal communication skills; strong problem solving skills and data analysis abilities; advanced knowledge of Microsoft Office products including Excel, Outlook, and Word; experience working with databases is a plus; excellent interpersonal skills, a high degree of reliability, commitment, tenacity, teamwork and creative energy to achieve success; excellent time management skills. Previous experience working in Siebel is a plus. Previous team lead and/or supervisory experience is preferred.
Medical Insurance
Dental Insurance
Vision Insurance
Life Insurance
Retirement Benefit
Disability Insurance

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