ACT Support Supervisor

4 weeks ago


Jersey City, New Jersey, United States NEST - Integrated Facilities Management Full time
Job Title: ACT Support Supervisor

NEST is a pioneer in the Integrated Facilities Management (IFM) industry, and we're seeking a skilled ACT Support Supervisor to join our team. As a key member of our operations team, you will be responsible for overseeing the workflow of our department, ensuring seamless communication with internal and external customers, and driving results-driven performance.

Key Responsibilities:

  • Manage departmental tasks, including receiving and resolving client inquiries, maintaining client satisfaction, and ensuring NEST meets external Service Level Agreements (SLAs).
  • Engage with clients and Independent Service Providers (ISPs) to resolve escalate issues and provide coaching and guidance as needed.
  • Perform follow-up on services provided by NEST, gather paperwork and invoices from providers, and dispatch ISPs to perform services.
  • Monitor and update notes in System Z, ensuring the health of Work Orders (WOs) and keeping all parties informed.
  • Develop and maintain department SOPs, coordinate with Employee Development & Analytics (EDA) Department, and perform audits on Team Members to ensure proper steps are being taken during the work order cycle.

Requirements:

  • High school diploma or GED.
  • Minimum of 2 years of NEST experience or equivalent supervisory management experience in a similar or related field.
  • Strong communication and phone skills, with the ability to multitask and prioritize work.
  • Ability to understand financial concepts and work in a high-paced environment.

What We Offer:

  • Competitive salary commensurate with job experience.
  • Hybrid position with a schedule of Saturday, Monday, Tuesday, and Wednesday from 11AM to 10PM EST.
  • Equal Opportunity Employer, committed to diversity and inclusion.


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