National Client Services Team Lead

Paladin Technologies•Minneapolis, MN

50d•$27 - $35

About The Position

POSITION OVERVIEW: Support of client service and operations department, Creating and Processing external customer service requests. RESPONSIBILITIES/DUTIES: The purpose of this description is to provide a concise statement of the work elements. It is not intended to describe all of the elements that may be performed by every individual in this classification, nor should it serve as the sole criteria for personnel actions and decisions. SPECIFIC ACCOUNTABILITES Include, but not limited to: Service Work Order Management Create, respond to, and manage service work orders within D365 Confirm that all service calls are created accurately according to work order instructions. Schedule technicians, order necessary parts, and prepare work orders for invoicing. Process subcontractor invoices and ensure all related documentation is complete. Ensure timely status updates for all service calls from "Unscheduled" to "Completed - Ready to Invoice." Update all tickets at least every 7 days or less. Manage and track return tickets for follow-up or completion. Review technician notes to verify completeness and accuracy, ensuring all materials are recorded for billing. Respond to P2, P3, and P4 priority calls within two hours of receipt. Respond to P1 (high-priority) calls within one hour of receipt. Document all communication with clients, branches, and internal colleagues (via phone, email, or Teams) in D365 timeline notes. For tickets with risk factors (e.g., missing SLA, cost over $2,000/warranty issues over $500), notify the branch via email and copy the NSCM for visibility. Scheduling & Dispatching Dispatch technicians with a full understanding of required travel time and estimated on-site service time. Optimize technician scheduling to ensure efficient service delivery. Communicate updates regarding return visits and part receipt status with technicians and branches. Emergency & Follow-Up Handling Escalate emergency service requests to branch leaders or dispatch technicians directly as needed. Follow up on all emergency service calls within one business day to ensure timely progress and completion. Client Communication & Support Maintain clear, professional communication with clients regarding service updates, scheduling, and expectations. Provide call acknowledgments with estimated time of arrival (ETA) and document these in D365. Send ETA confirmations to technicians for both initial and return site visits. Issue completion emails once service tickets are finalized and closed. Internal Coordination Coordinate with branches and operational leadership for service call creation and updates, as required by region. Support Client Service Administrators by addressing questions or quality concerns related to work orders. Procedural Compliance Adhere to all departments, D365, and PTI procedures. Ensure consistent and timely updates of service call statuses throughout the service lifecycle. Support of D365 issues and enhancement (Key User) testing National Client Relationship Management: Serve as the primary point of contact for assigned national client(s). Support Client Onboarding Build and maintain strong relationships through consistent, high-quality service and communication. Support branches during client QBR and other meetings Support and participate in client meetings in collaboration with the National Service Center Manager Performance Reporting: Work with National Service Center Manager to assemble SLA reporting and Insite. Providing Customer Specific reporting and explaining the data to the Client Client Coordination & Support: Ensure service delivery expectations are met or exceeded across all client locations. Respond promptly to client concerns, inquiries, and escalations, ensuring timely resolution. Collaborating with Sales, operations and Finance Multi-Client Management (if applicable): Manage service and reporting responsibilities for multiple national clients as assigned. Prioritize tasks and communication effectively across different client accounts. GENERAL ACCOUNTABILITIES: Represent Company in a business-like professional manner in both conduct and appearance, to maximize client satisfaction Available to work outside of, or in addition to, normal businesses hours. Work in compliance with the Company's policies and procedures including safety manual with safety of self and others in mind at all times. Maintain and protect assigned Company assets. Accurate written record keeping, submitted on time and complete, including but not limited to:

Requirements

High School Diploma or GED
3 years of experience with general administrative duties in an office environment
3 years of customer service
Excellent keyboarding skills.
Ability to work in a high-volume atmosphere
Ability to solve practical problems and carry out responsibilities under minimal supervision.
Ability to organize workload for effective implementation, including the ability to multi-task while under deadlines or time constraints
Excellent interpersonal skills including customer service skills
Ability to write simple correspondence and present information in one-on-one and small group situations.
Ability to interact effectively at all levels and across diverse cultures.
Ability to function as an effective team member.
Ability to adapt as the external environment and organization evolves.
Must be able to effectively communicate, (ie see, hear, speak and write clearly) in order to communicate with colleagues and/or customers; manual dexterity required for occasional reaching, lifting of light office objects, and operating office equipment

Nice To Haves

3 year of experience in customer service
Proficiency with Microsoft Office and computerized business systems as demonstrated by a minimum of 2 year of experience
Associates or Bachelor degree

Responsibilities

Create, respond to, and manage service work orders within D365
Confirm that all service calls are created accurately according to work order instructions.
Schedule technicians, order necessary parts, and prepare work orders for invoicing.
Process subcontractor invoices and ensure all related documentation is complete.
Ensure timely status updates for all service calls from "Unscheduled" to "Completed - Ready to Invoice."
Update all tickets at least every 7 days or less.
Manage and track return tickets for follow-up or completion.
Review technician notes to verify completeness and accuracy, ensuring all materials are recorded for billing.
Respond to P2, P3, and P4 priority calls within two hours of receipt.
Respond to P1 (high-priority) calls within one hour of receipt.
Document all communication with clients, branches, and internal colleagues (via phone, email, or Teams) in D365 timeline notes.
For tickets with risk factors (e.g., missing SLA, cost over $2,000/warranty issues over $500), notify the branch via email and copy the NSCM for visibility.
Dispatch technicians with a full understanding of required travel time and estimated on-site service time.
Optimize technician scheduling to ensure efficient service delivery.
Communicate updates regarding return visits and part receipt status with technicians and branches.
Escalate emergency service requests to branch leaders or dispatch technicians directly as needed.
Follow up on all emergency service calls within one business day to ensure timely progress and completion.
Maintain clear, professional communication with clients regarding service updates, scheduling, and expectations.
Provide call acknowledgments with estimated time of arrival (ETA) and document these in D365.
Send ETA confirmations to technicians for both initial and return site visits.
Issue completion emails once service tickets are finalized and closed.
Coordinate with branches and operational leadership for service call creation and updates, as required by region.
Support Client Service Administrators by addressing questions or quality concerns related to work orders.
Adhere to all departments, D365, and PTI procedures.
Ensure consistent and timely updates of service call statuses throughout the service lifecycle.
Support of D365 issues and enhancement (Key User) testing
Serve as the primary point of contact for assigned national client(s).
Support Client Onboarding
Build and maintain strong relationships through consistent, high-quality service and communication.
Support branches during client QBR and other meetings
Support and participate in client meetings in collaboration with the National Service Center Manager
Work with National Service Center Manager to assemble SLA reporting and Insite.
Providing Customer Specific reporting and explaining the data to the Client
Ensure service delivery expectations are met or exceeded across all client locations.
Respond promptly to client concerns, inquiries, and escalations, ensuring timely resolution.
Collaborating with Sales, operations and Finance
Manage service and reporting responsibilities for multiple national clients as assigned.
Prioritize tasks and communication effectively across different client accounts.
Represent Company in a business-like professional manner in both conduct and appearance, to maximize client satisfaction
Available to work outside of, or in addition to, normal businesses hours.
Work in compliance with the Company's policies and procedures including safety manual with safety of self and others in mind at all times.
Maintain and protect assigned Company assets.
Accurate written record keeping, submitted on time and complete, including but not limited to:

Benefits

Colleagues and their families are covered by medical, dental, vision, company provided basic life insurance and AD&D and short-term disability, Voluntary insurances offered include life insurance and AD&D, short-term disability (buy-up option), long-term disability, accident, critical illness, and hospital indemnity insurance, and HSA & FSA accounts.
Colleagues may also enroll in the company's 401(k) plan.
Colleagues will also receive PTO (paid time off), sick leave, and 7 paid holidays.

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