Customer Success Team Lead

Roto-Rooter Services Company•Cincinnati, OH

1d•Onsite

About The Position

Roto-Rooter Services Company has an excellent opportunity available in the National Sales Department for a Commercial Escalation Team Lead. The on-site shift hours would be 9:30AM to 6:00PM Monday through Friday with an additional monthly remote on-call weekend shift. This position is located at the Home Office of Roto-Rooter in Downtown Cincinnati and includes paid garage parking. The hourly pay range for this position is between $24.00-$26.00, depending on experience. You will also be eligible for company performance based bonus if applicable.

Requirements

Must have excellent computer software skills
Excellent verbal/written communication skills- primarily phone communication
Strong organizational, time management and analytical skills with attention to detail and deadlines
Strong dedication to providing a positive customer experience

Nice To Haves

Salesforce experience preferred
Computerized Maintenance Management System (CMMS) experience preferred

Responsibilities

Liaison with assigned customers Computerized Maintenance Management System (CMMS) platforms for day-to-day operations and issue resolution
Maintain customer relationship (internal and external) through regular contact via phone, email and face-to-face meetings (requiring occasional travel)
Maintain all work orders with current status and ensure timely follow-up and completion
Assist service technicians/branches/call centers with CMMS processes
Coordinate quote submission, approval and completion of the work order
Communicate with all parties to ensure complete customer satisfaction on all problems / issues / opportunities
Provide reporting as required to National Sales department
"On-call" rotation schedule (1 weeknight and every 5th weekend)