National Accounts Customer Service Specialist
$43,680–$47,840 year
On-siteMorrisville, North Carolina, United States
Job Summary
Facilitate resolution of large National Account gas station service requests by deploying JF or subcontractor technicians within expected response times. Create work orders to support rapid site restoration or revisit resolution, then document check-ins, check-outs, and completion to assist in closure. Collaborate with dispatchers, service managers, and subcontractors to assess delays, evaluate reassignments to achieve SLA commitments, and communicate deviations to customers. Coordinate with Supply Chain to expedite parts and redeploy technicians quickly, while accepting and responding to customer concerns regarding work quality. Accept recall service requests and assign them to appropriate subcontractors or technicians for completion.
Required Qualifications
- High School Diploma or GED
- Ability to type 35 wpm with a high level of accuracy
- 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
- Physical Requirements: include occasional lifting/carrying of 10 pounds; visual acuity, speech and hearing; hand and eye coordination and manual dexterity necessary to operate a computer keyboard and basic office equipment. Subject to sitting, standing, reaching, walking, twisting, and kneeling to perform the essential functions. Working conditions are primarily inside an office environment. Prolonged periods sitting at a desk and working on a computer.
Desired Qualifications
- Customer service, call center or dispatch experience
- Familiarity with 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
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