Service Delivery Manager

6 days ago

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

National Power, LLC is seeking a highly skilled Assistant Program Manager to join our team. As a key member of our operations team, 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 with subcontractors and equipment to ensure timely delivery of services to customers.
  • Create and update work orders with estimated times of arrival, follow-up items, and resolutions.
  • Record and maintain accurate files and records of customer requests, work or services performed, charges, expenses, inventory, and other dispatch information.
  • Track open tickets to ensure timely completion and communicate status to customers.
  • Arrange for necessary repairs to restore service and schedule these repairs.
  • Provide exceptional customer service by answering incoming calls professionally and efficiently.
  • Relay information between subcontractors and end customers via text, phone calls, and Microsoft Teams messages.
  • Provide regular updates to customers regarding job status, estimated times of arrival, and resolutions.
  • Liaise with supervisors or customers to address problems, service requests, or equipment needs.
  • Ensure all tickets are resolved within the specified SLA.
  • Participate in department meetings to discuss process improvements and share best practices.
  • Communicate process improvement opportunities to enhance customer satisfaction and operational efficiency.
Requirements
  • High School Diploma required; some college preferred.
  • 3 – 5 years of experience in service dispatching.
  • Supervisory experience highly preferred.
  • Fluency in written and spoken English.
  • Intermediate knowledge of Microsoft Office Suite applications; preferably Excel.
  • Experience with Microsoft Dynamics 365 or other ERP systems preferred.
  • Good attitude, strong customer service skills, detail-oriented, and ability to work in a fast-paced environment.
  • Problem-solving skills, dependability, and ability to follow instructions and take responsibility for own actions.
  • Excellent attendance and punctuality, with a commitment to meeting deadlines and ensuring work responsibilities are covered when absent.
  • Judgment and decision-making skills, with the ability to support and explain reasoning for decisions.
Benefits
  • Competitive pay based on previous experience and current certifications.
  • Overtime paid at 1.5 X base rate.
  • Three weeks of paid vacation after 90 days (first year is pro-rated based on start date).
  • Up to 9 paid company holidays.
  • Paid sick time.
  • Company-paid Life Insurance ($75,000).
  • Company-paid Short-term and Long-term Disability Insurance.
  • Medical, Dental, and Vision Insurance: Offering four medical plan options, with one plan fully covered at 100% by the company.
  • 401(k) retirement savings plan with company matching.
  • Health Savings Account (HSA).
  • Flexible Spending Accounts (FSA).
Additional Information
  • Criminal background check and pre-employment drug screen are required.
  • This is a remote position and will require the employee to work away from home.

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