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Program Manager

2 months ago

Raleigh, North Carolina, United States National Power, LLC Full time
Job Summary

National Power, LLC is seeking a highly skilled Program Manager to join our team. As a key member of our organization, you will play a pivotal role in managing incoming calls, creating work orders, and coordinating with subcontractors to ensure timely job responses within our Service Level Agreement (SLA).

Key Responsibilities
  • Coordinate Subcontractor Activities: Work with subcontractors and equipment to ensure timely delivery of services to customers.
  • Work Order Management: Create and update work orders with ETAs, follow-up items, and resolutions to ensure seamless customer experience.
  • Record Keeping: Maintain accurate records of customer requests, work performed, charges, expenses, inventory, and dispatch information.
  • Ticket Tracking: Monitor open tickets to ensure timely completion and communicate status to customers.
  • Repair Coordination: Arrange for necessary repairs to restore service and schedule these repairs.
  • Customer Communication: Answer incoming calls professionally and efficiently, and relay information between subcontractors and end customers via text, phone calls, and Microsoft Teams messages.
  • Regular Updates: Provide regular updates to customers regarding job status, ETAs, and resolutions.
  • Problem Resolution: Liaise with supervisors or customers to address problems, service requests, or equipment needs.
  • SLA Compliance: Ensure all tickets are resolved within the specified SLA.
  • Team Collaboration: Participate in department meetings and communicate process improvement opportunities.
  • Customer Service: Serve as the point of contact working with internal and external customers to resolve tickets in a timely and professional manner.
Requirements
  • Education: High School Diploma required; some college preferred.
  • Experience: 3 – 5 years of experience in service dispatching.
  • Supervisory Experience: Supervisory experience highly preferred.
  • Language Skills: Fluency in written and spoken English.
  • Technical Skills: Intermediate knowledge of Microsoft Office Suite applications; preferably Excel.
  • ERP System Experience: Experience with Microsoft Dynamics 365 or other ERP systems preferred.
  • Soft Skills: Good attitude, strong customer service skills, detail-oriented, and ability to remain cool under pressure in a fast-paced work environment.
Benefits
  • Competitive Pay: Competitive pay depending on previous experience and current certifications.
  • Paid Time Off: Three weeks of paid vacation after 90 days (first year is pro-rated based on start date).
  • Company Holidays: Up to 9 paid company holidays.
  • Paid Sick Time: Paid sick time.
  • Life Insurance: Company-paid Life Insurance ($75,000).
  • Disability Insurance: Company-paid Short-term and Long-term Disability Insurance.
  • Medical Insurance: Medical, Dental, and Vision Insurance: Offering four medical plan options, with one plan fully covered at 100% by the company.
  • Retirement Plan: 401(k) retirement savings plan with company matching.
  • Health Savings Account: Health Savings Account (HSA).
  • Flexible Spending Accounts: Flexible Spending Accounts (FSA).
Additional Information
  • Criminal Background Check: Criminal background check and pre-employment drug screen are required.
  • Remote Work: This is a remote position and will require the employee to work away from home.