JOB MANAGEMENT SPECIAL MOTILI

AirReps•Town of Fenton, NY

8h•$23 - $28

About The Position

The Job Management Specialist role manages work orders from start to finish, including creating work orders, dispatching contractors, communicating with clients, and logging interactions within contractual service levels. Ensures integrated jobs are moving through the process within the agreed-upon Service Level Agreement, while maintaining all client-facing and company expectations. Adheres to the Motili Culture related to Respect for the individual, service to our customers, and striving for excellence.

Requirements

Takes direction from lead.
Works with well-defined instructions.
Strong Customer Service skills.
Capable of problem-solving when needed, independently.
Strong working knowledge of the industry and project management practices and procedures.
Demonstrated learning skills; ability to quickly learn the aspects of the Company and the role.
Knowledge of and proficiency with electronic and information systems.
Strong knowledge of MS Office – Excel, Word, PowerPoint, and Outlook - Email/scheduling, creating, and updating spreadsheets.
Excellent customer service background, relationship management skills, and negotiation skills.
Problem-solving, de-escalating, and resolving conflicts within a work and/or client setting.
Attention to detail and accuracy, effective organizational and time management skills.
Ability to use discretion, good judgement & decision-making skills along with strong work ethic and integrity on the job.
Effective verbal and written communication skills.
Strong team player, results-oriented, dedication to excellence, and sense of urgency to achieve business objectives
Ability to establish positive working relationships with internal and external customers and employees.
1-2 years of successful customer service/marketing experience.
High School Diploma or GED equivalent required.
Must be able to perform essential responsibilities with or without reasonable accommodation.

Nice To Haves

Background using Project Management software tools
Two-year Technical or Business Degree or equivalent combination of education plus experience desired.
OSHA 10 or 30 training. (As an employee, Motili will pay for this training – online)

Responsibilities

Understand customer requirements for products and/or services by client and assist in appropriate actions to satisfy those requirements, including but not limited to maintaining 90% SLA; follow up on work orders two – three times per week, or as needed; update client on progress, delays, or problems at the work site.
Responsible for relationship management, working directly with clients, homeowners, and contractors with jobs, following up with them on scheduling of work, when work was completed, and/or status of open work orders.
Database Integrity – must note and update work orders with every interaction made pertaining to the work order; include the name of contact made, phone number or email address if applicable, the reason for the interaction, and next steps.
Identify problems and customer satisfaction issues, expected to resolve and escalate to Motili management immediately.
Respond to all incoming calls and email communications; expectation that messages from customers to be returned within one (1) business hour of receipt, if not returned immediately.
Demonstrate dependability and reliability by being punctual, working assigned shifts and completing responsibilities on time.
Interact politely and effectively with customers, fellow employees, and business partners.
Receive or give direction mainly to contractors that Motili works with so that they understand fully what the job entails and what they need to do in order to complete the job, any special requests that the client has made or requires to close out a job; and effectively work as part of a team.
Identify improvement processes as necessary to maintain high-quality, efficient, cost-saving processes across all tasks.
Assist in development of services such as plumbing and electrical. The Job Management team has been helping develop these service offerings through regular communication with our contractor network, helping determine what additional services our current network can take on.
Maintain and keep the confidentiality of all customers, client, and company information in accordance with the confidentiality agreement signed at the commencement of employment with Motili.
Will be required to perform other job duties as requested, directed, or assigned.
Comply with all Company policies and procedures as well as Federal, State and local regulations.