Field Service Operations Manager

5 days ago


Greenville, North Carolina, United States Specialized Recruiting Group - Charlotte, NC Full time
Job Summary

The Field Service Operations Manager provides strategic leadership and oversight to the Field Service team, ensuring exceptional customer experiences and driving business growth in new construction services. This role requires a strong background in customer service, operations management, and team leadership.

Key Responsibilities
  • Team Leadership: Manage, train, and coach a team of Field Service Representatives to deliver outstanding customer service and meet business objectives.
  • Customer Service: Collaborate with customers to resolve issues, provide clear communication, and ensure customer satisfaction.
  • Process Improvement: Identify opportunities to streamline workflows, improve efficiency, and enhance customer satisfaction.
  • Performance Monitoring: Analyze data to identify trends, evaluate team performance, and provide feedback to improve results.
  • Quality Assurance: Ensure customer service standards are met, listen to and evaluate call recordings, and implement quality assurance processes.
  • Reporting: Analyze data to identify trends and areas for improvement, and report to higher management on team performance and needs.
  • Problem-Solving: Address and resolve escalated customer complaints or issues, and implement strategies to prevent future issues.
Requirements
  • Education: High School diploma or equivalent.
  • Experience: Previous customer service and/or inside sales experience required, prior supervisor experience preferred.
  • Skills: Exceptional written and grammar skills, excellent verbal communication skills, working knowledge of Microsoft Word, Excel, and Outlook.
  • Additional Requirements: Reliable transportation to and from work, ability to calculate basic math, and pass a seven-year criminal background check and company drug screen.


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