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Service Delivery Optimization Specialist

2 months ago

Grand Prairie, Texas, United States Polk Mechanical Company Full time
Job Overview

Polk Mechanical Company is seeking a highly skilled Operations Support Manager to join our team. As a key member of our organization, you will be responsible for overseeing and optimizing the operational functions related to HVAC service delivery.

Key Responsibilities:

  • Customer Care:
    • Develop, implement, and monitor standard operating procedures (SOPs) to ensure exceptional customer service.
    • Identify areas for improvement and implement changes to enhance service delivery efficiency.
    • Take on dispatch duties and serve as a backup in times of need.
  • Billing:
    • Oversee daily billing operations to ensure accuracy and efficiency.
    • Develop and implement billing procedures and policies.
    • Analyze current billing processes and identify areas for improvement.
    • Track and monitor process metrics, including lapse days, process time, billing accuracy, and DBO.
  • Quoted Projects / Contracts:
    • Build and train a quoted projects team.
    • Oversee the creation and delivery of quotes and proposals to clients.
    • Continuously review and improve quoting processes to enhance efficiency and accuracy.
    • Maintain a contracts database and audit contracts to ensure compliance, particularly with USPS regulations.
    • Collaborate with the sales team to align processes, accountability, and deliverables.
  • Other:
    • Manage customer portal information, including safety statistics, financials, and COI.
    • Provide weekly department metrics reporting and analysis.
    • Process AP invoices without PO numbers.
    • Assist with monthly accruals, including USPS and commissions.
    • Escalate and resolve issues with other operational areas to ensure service excellence from managed teams.
    • Oversight and review of weekly hours worked.

Ideal Candidate Profile:

  • Highly adept as a manager and leader of teams.
  • Business process experience and overall business knowledge, having worked in a business support environment.
  • Track record of designing and understanding processes with the capability to implement process improvements.
  • Strong communication skills.
  • Experience working in a high-paced service environment.
  • Self-starter, problem solver with drive and initiative.
  • Degreed in Business Administration or Finance.