National Accounts Customer Service Specialist
1 month ago
Job Type
Full-time
Description
The National Accounts Customer Service Specialist is responsible for facilitating the resolution of our large National Account gas station requests for service. This is achieved through the deployment of JF service technicians or subcontractor service technicians to these gas stations within expected response times. The Specialist works in close collaboration with the JF branch Service Manager or subcontractor management/dispatch to safely deliver high quality service in accordance with the client's expectations. The Specialist acts as a primary interface with subcontractors, JF Supply Chain, the JF Customer Care Center, JF Service Billing and JF Accounts Payable in carrying out the mission of providing high uptime to client's gas stations.
Job Responsibilities
- Learn and stay current with the National Account Gas Station's standard operating procedures.
- Develop strong & productive working relationships with subcontractor management and dispatchers.
- Create ServiceMax Subcontractor Purchase Order (SPO) requests as required to support rapid first visit site restoration or timely revisit resolution.
- Coordinate deployment of subcontractor technician to customer site.
- Monitor completion of subcontractor work to enable WO closure and receipt/payment of subcontractor invoices.
- Work closely with the dispatcher and/or service manager at the JF branch or subcontractor that has been assigned the service work order.
- Proactively monitor technician response time relative to customer-designated work order priority (SLA).
- Assess any potential delays caused by branch workload and/or technician availability.
- Evaluate work order reassignments to secondary contractors if needed to achieve SLA commitments.
- Communicate SLA deviations to customer when required.
- Coordinate expediting and delivery assurance of JF technician or subcontractor technician parts requests with JF Supply Chain team to assure that technicians are redeployed to customer sites as soon as parts become available. When necessary, assist techs or subcontractors with finding & getting parts.
- Monitor service quality KPIs (FTF, SLA, revisit resolution) for assigned customer locations. Participate in monthly Service Ops calls with Service Leadership to review performance and assist in diagnosing required improvements.
- Accept and respond to customer concerns related to work order completion and quality of workmanship. Assure customer recall service requests are assigned to subcontractors or JF technicians for work order completion.
- Highly organized; Excellent time management skills and ability to multitask
- High School Diploma or GED required
- Customer service, call center or dispatch experience preferred
- Familiarity with ServiceMax preferred with demonstrated knowledge of MS Excel, Outlook, Teams
- Team player; demonstrated ability to work assertively & collaboratively in a high-performing, fast paced team environment.
- Conflict resolution and conflict management experience
- Excellent communication skills and interpersonal abilities, including negotiation skills
- Preferred: fueling system knowledge & experience
- Must be able to meet company's employment requirements, which includes passing a drug screen, criminal background check, and MVR, if driving for the company
*JF Petroleum Group is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or any other legally protected status.
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