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Field Service Operations Manager

2 months ago

Greenville, United States Specialized Recruiting Group - Charlotte, NC Full time

The Field Service Operations Manager provides training, support, and escalations from the Builder Service Representatives for all new construction services. The Builder Service Manager will also be responsible for customer service-related calls, saves, applies credit/adjustments, and provides clear communication between technicians, sales staff, department heads and customers to resolve any issue that impacts the customers’ experience.


Essential Functions, Duties, and Responsibilities

Tasks may include, but are not limited to the following:

· Managing, training, and coaching all Builder Service Representatives and administrative employees.

· Building strong relationships with Service Managers, technicians, and other field service employees to communicate and product service or customer service-related issues.

· Collaborate with all department leadership to communicate updates, process improvements, and other information essential to the successful growth of

· our new construction program.

· Performance Monitoring:

o Monitoring and evaluating the performance of Builder Service Representatives.

o Providing feedback, coaching, and training to improve performance.

o Conducting performance appraisals and setting individual goals.

· Quality Assurance:

o Ensuring that customer service standards are met.

o Listening to and evaluating call recordings.

o Implementing and maintaining quality assurance processes.

· Reporting:

o Analyzing data to identify trends and areas for improvement.

o Reporting to higher management on the performance and needs of the team.

· Problem-Solving:

o Addressing and resolving escalated customer complaints or issues.

o Assisting agents with difficult calls or situations.

o Implementing strategies to prevent future issues.

· Training and Development:

o Encouraging continuous learning and professional development among team members.

· Motivation and Morale:

o Creating a positive work environment.

o Recognizing and rewarding good performance.

o Addressing any team conflicts or issues promptly.

· Process Improvement:

o Identifying opportunities for improving call center processes and procedures.

o Streamlining workflows to improve efficiency and customer satisfaction.

· Compliance:

o Ensuring that the team adheres to company policies and legal requirements.

· Additional projects as assigned.


Qualifications: Education, Experience, and Skills

Required: Experience Working with Builders and/or Construction Background

· High School diploma or equivalent.

· Previous customer service and/or inside sales experience is required.

· Prior supervisor experience is preferred.

· Exceptional written and grammar skills.

· Excellent verbal communication skills including articulation, customer service and interpersonal skills required.

· Working knowledge of Microsoft Word, Excel and Outlook required.

· Reliable transportation to and from work.

· Ability to calculate basic math.

· Must be able to pass a seven-year criminal background check.

· Must be able to pass company drug screen and/or substance abuse testing.


Associated Knowledge, Skills, and Abilities

· Ability to use a multi-line telephone system, scanner, and printer.

· Ability to define problems, collect data, establish facts, and draw conclusions.

· Ability to interpret an extensive variety of information and deal with abstract and concrete variables.

· Can multitask while maintaining a pleasant, friendly conversation.

· Proficiency in Velocify and PestPac is ideal.

· Ability to establish strong internal and external relationships.

· Positive, outgoing, results oriented, ambitious, collaborator.