Skillbridge (Military Only) - Customer Service Lead

McKinley•Irvine, CA

5d•Onsite

About The Position

McKinley is seeking a Customer Service Lead with a strong customer service background to join our team. This member will have the ability to perform ALL customer service functions/desks within the department. We are looking for the newest member to join our team that continues to rise to the challenges of a dynamic and fast-moving company. The successful candidate will foster a positive environment with a hands-on approach and will be committed to the team, our customers and success of the business. Expectations: Be responsible and accountable for your own performance and continued growth and development Accessible to customers and co-workers Show enthusiasm and demonstrate a positive attitude Knowledgeable and professional Practice self-discipline; be driven and take initiative

Requirements

Education: Minimum: High School Education
Experience: Candidate must have a minimum of 3 to 7 years of experience in related field
Requirements: All job offers are contingent upon a NEGATIVE DRUG SCREEN TEST
Self-starter and self-motivated
Possess leadership ability in order to encourage a team environment
Strong analytical skills
Ability to multitask and manage multiple projects at once
Critical thinker and problem solving skills
Familiarity with industry’s rules and regulations
Accurately analyze situations and quickly generate effective solutions
Strong attention to details and accuracy
The ability to train and mentor others
Highly organized, punctual and reliable
Strong attention to details and accuracy
ServiceChannel work order management system experience is key
MS Office
Must type a minimum of 50 wpm while multitasking
Ability to successfully prioritize and meet customer needs
Be friendly
Be someone who smiles
Be someone who says “How can I help you” and “Thank you”

Nice To Haves

Preferred: Bachelor's degree in business administration, marketing, finance, operations, or construction management
Corrigo, Verisae and FM Pilot experience is a plus (work order management systems)
Sage Accounting – preferred, not required
Salesforce – preferred, not required

Responsibilities

Manage and synchronize work order communications between our internal work order system and customer online work order systems
Communicate regularly via email and phone with key national account customer stakeholders
Perform regular audits of open orders to ensure they are progressing
Perform audits of open quotes to ensure routine follow up from staff and improve quote time
Research parts, prepare pricing and generate proposals based on technician’s recommendations
Scheduling and dispatch technicians
First line in customer service, handle customer complaints and disputes immediately to ensure a partnership resolution
Perform and manage all operating functions of MFM and third party software processes
Work with management to streamline processes
Answer incoming phone lines for service department and process any document requests associated to close the call
Create service request cases
Assist technicians with work orders, correcting work order mistakes
Invoice work orders in MAS (accounting system) and confirm batch totals match from both the work orders and MAS
Assist office with miscellaneous duties as assigned