Residential Service Team Lead

3 weeks ago

Exeter, United States ReVision Energy Full time
Description

The Residential Service Team Lead role is accountable for all residential electrical service issues in their respective territory. Primary responsibilities include troubleshooting and coordinating open service work orders with customers and maintaining residential electrical technician schedules on a weekly basis. This role will support both the Customer Care team with new inquiries, as well as Field Service technicians with organizing and coordinating to deliver legendary customer service. The Residential Service Team Lead will also be the primary point of contact at the branch level for questions, updates, or suggestions from internal ReVision stakeholders regarding electrical service within their branch.

Responsibilities (include but are not limited to):
  • Respond to service inquiries in a timely manner via email and phone
  • Act as primary point of contact for customers by responding to their electrical service questions and concerns.
  • Create and provide estimates and warranty details to customers regarding repair work
  • Provide remote troubleshooting guidance for customers and escalate service inquiries to manufacturer support when needed
  • Schedule service visits efficiently and within a reasonable timeframe to maximize positive customer experience and department utilization rates
  • Coordinate with Service team, branch operations, and warehouse team to respond to and resolve service calls
  • Review work orders that have been completed in the field to move forward for invoicing on a weekly basis
  • Maintain individual service call records in CRM with all pertinent data including notes, estimates, photos, and updates to contacts
  • Follow up with customers post service visits to ensure customer satisfaction and gather real-time feedback for continuous improvement
  • Work alongside electrical technicians to provide feedback to branch operations and other departments as needed to improve installation techniques, customer satisfaction, maximize technician utilization rates and minimize service ticket durations.
  • Act as primary point of contact for residential electrical service within respective branch for ReVision co-owners
    • Facilitate team meetings of branch service staff
    • Act as communication conduit between branch service team members and service team leadership
    • Help branch service team members find the right resources/support when needed
    • Build strong relationships with branch team members
Requirements
  • Highly organized with ability to set priorities
  • Strong competence with common computer programs including Excel, Word, e-mail and web-based applications
  • Excellent teamwork skills and ability to foster a positive team environment
  • Effectively coordinate and communicate with others (customers and coworkers)
  • Ability to succeed in a fast paced, community environment
  • Ability to produce significant output with minimal waste and focus on efficiency
  • Strong teamwork mindset, cooperating with team members and supervisors to establish collaborative working relationships
  • Adjusts quickly to changing priorities and conditions. Copes with change and able to be flexible, with a sense of humor
  • Acts without being told what to do and brings new ideas to process and procedures

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