ACT Support Supervisor
2 days ago
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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