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Strategic Support Specialist

3 months ago

Bowie, United States InstallNET International Full time
Job DescriptionJob DescriptionDescription:

Our Why:

Installnet excels in project management, furniture installations, and decommissioning through 25+ years of industry leadership. Committed to top-tier customer service and efficiency, we also prioritize the growth of our internal teams. Our strategic approach ensures success for customers, employees, service providers, and the communities we serve.


Summary:

A successful Strategic Support Specialist is a vital extension of our Strategic Team, contributing across all areas of our organization, including Operations, Partner Relations, and Account Management. This role is dedicated to delivering exceptional service, with a focus on supporting both our internal teams and Service Providers. The Specialist actively engages with our self-service project platform, coordinates events, conducts outreach efforts, anticipates needs, troubleshoots, solves problems efficiently, and continuously proposes improvements to our processes and procedures. While prior experience in project management is advantageous, it is not a requirement.


Essential Job Functions:

  • Respond promptly and professionally to inquiries from potential providers, current clients, and internal colleagues.
  • Maintain meticulous attention to detail when updating databases, reports, and critical information.
  • Build and nurture effective, personable relationships with service providers and internal teams, fostering support and alignment that leads to streamlined processes, increased productivity, and enhanced customer satisfaction.
  • Assist with meetings, conferences, webinars, and regional events as scheduled.
  • Perform additional duties as directed by the Strategic Alliance Manager and Team Leads.
  • Generate and distribute reports according to a predefined schedule, ensuring they are accurate and comprehensive.
  • Compile and analyze data related to surveys, provider inquiries, and other relevant metrics, identifying trends and insights.
  • Assist in tracking monthly metrics and growth projections for provider and client accounts.
  • Create materials for training, outreach, and internal support.
  • Participate in provider performance reviews and utilize feedback loops for continuous improvement.
  • Develop processes to enhance customer service and strengthen the network.
  • Ensure timely delivery of reports to the appropriate recipients.
  • Identify and resolve issues faced by providers and customers.
  • Maintain a high level of customer satisfaction by delivering exceptional service and resolving issues promptly.
  • Support the Installhub self-service platform by addressing concerns and facilitating enhancements.
  • Compile and analyze data related to Installhub, provider inquiries, and other relevant metrics, uncovering trends and insights.
  • Support administrative duties for Installhub and assist with related projects.
  • Respond to partner inquiries within a defined timeframe, ensuring timely communication, and strive for efficient resolution while maintaining quality and accuracy.
Requirements:

Qualifications:

  • High School Diploma or equivalent; associate or bachelor’s degree in relevant field is preferred
  • Previous experience in a customer service, dealer service, or support role
  • Experience with ERP database, proficient in using customer service software, CRM systems, MS Excel
  • Strong problem-solving capabilities, including a “can-do” attitude, curiosity, and the ability to think strategically, tactically, and analytically.
  • Previous experience in a customer service or support role.
  • Excellent verbal and written communication skills
  • Strong problem-solving abilities and the ability to work under pressure.
  • Ability to take initiative, multitask, prioritize, and manage time effectively.
  • Attention to detail and accuracy in order processing and reporting.
  • Ability to work independently as well as collaboratively within a team.

Featured benefits

  • Medical insurance
  • Vision insurance
  • Dental insurance
  • 401(k)

Employee Perks

  • Incentive-based performance bonuses
  • On Site Gym Access
  • Hybrid Work Schedule
  • Quarterly Team Building Activities