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Strategic Services Associate

2 months ago

Texarkana, Texas, United States InstallNET International Full time
Job Overview

Our Mission:

At InstallNET International, we pride ourselves on our expertise in project management, furniture installations, and decommissioning, backed by over 25 years of industry experience. We are dedicated to delivering exceptional customer service and operational efficiency while fostering the growth of our internal teams. Our strategic initiatives are designed to ensure success for our clients, employees, service providers, and the communities we engage with.

Position Summary:

The Strategic Support Specialist plays a crucial role within our Strategic Team, contributing to various facets of our organization, including Operations, Partner Relations, and Account Management. This position is focused on providing outstanding service, primarily aimed at supporting our internal teams and Service Providers. The Specialist will actively utilize our self-service project platform, coordinate events, engage in outreach efforts, anticipate needs, troubleshoot issues, and propose enhancements to our processes and procedures. While experience in project management is beneficial, it is not a prerequisite.

Key Responsibilities:

  • Respond efficiently and professionally to inquiries from potential providers, existing clients, and internal colleagues.
  • Maintain a high level of accuracy and attention to detail when updating databases, reports, and essential information.
  • Foster and maintain effective relationships with service providers and internal teams, promoting collaboration that leads to streamlined processes and improved customer satisfaction.
  • Assist in organizing meetings, conferences, webinars, and regional events as required.
  • Perform additional tasks as assigned by the Strategic Alliance Manager and Team Leads.
  • Generate and distribute reports on a scheduled basis, ensuring accuracy and thoroughness.
  • Compile and analyze data related to surveys, provider inquiries, and other relevant metrics to identify trends and insights.
  • Support tracking of monthly metrics and growth projections for provider and client accounts.
  • Create training, outreach, and internal support materials.
  • Participate in provider performance evaluations and utilize feedback for continuous improvement.
  • Develop processes to enhance customer service and strengthen the network.
  • Ensure timely delivery of reports to the appropriate stakeholders.
  • Identify and resolve challenges faced by providers and customers.
  • Maintain a high level of customer satisfaction by delivering exceptional service and resolving issues in a timely manner.
  • Support the Installhub self-service platform by addressing concerns and facilitating improvements.
  • Compile and analyze data related to Installhub, provider inquiries, and other relevant metrics to uncover trends and insights.
  • Assist with administrative duties for Installhub and related projects.
  • Respond to partner inquiries within a defined timeframe, ensuring timely communication and striving for efficient resolution while maintaining quality and accuracy.

Qualifications:

  • High School Diploma or equivalent; an associate or bachelor's degree in a relevant field is preferred.
  • Previous experience in a customer service, dealer service, or support role.
  • Familiarity with ERP databases, proficiency in customer service software, CRM systems, and MS Excel.
  • Strong problem-solving skills, with a proactive attitude, curiosity, and the ability to think strategically, tactically, and analytically.
  • Excellent verbal and written communication abilities.
  • Ability to work effectively under pressure and manage multiple tasks.
  • Attention to detail and accuracy in processing orders and reporting.
  • Capability to work independently as well as collaboratively within a team.

Benefits:

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

Employee Perks:

  • Performance-based incentive bonuses
  • Access to on-site gym facilities
  • Hybrid work schedule
  • Quarterly team-building activities