Evenings/Weekends Customer Support Supervisor

NEST is the pioneer of the Integrated Facilities Management (IFM) industry. Since 1994, we’ve embarked on a journey with our clients to bring true cost savings with industry-leading technology and operational excellence—all while maintaining your brand image. Finding an IFM partner that understands your business is key to the success of any multi-site organization and NEST has the experience to prove it.

Role Overview

All ACT (Around the Clock) Support Supervisors will interact in a professional manner by proactively establishing and maintaining effective working team relationships with internal and external customers. This includes NEST Team Members, NEST of Florida Team Members, 20 Digits Technology Team Members, Independent Service Providers (ISPs), and Clients. The primary interaction points with customers will be phone calls, emails, text and instant messages.
The Supervisor will be responsible for overseeing the workflow of the department. This role will not just be someone who supervises the work of others, but is also responsible for coaching, resolving issues and serving as a liaison between Associates and Management. The ideal candidate will be a competent individual who will be able to guide and train employees. Will be well-versed in processes under the role’s responsibility and will be results-driven and focused. To be successful the Supervisor will act as a positive role model and mentor to all staff. Must be organized, detail-oriented and able to work in a team environment. All positions require strong phone, email, customer service and intermediate computer skills.

All NEST Associates are required to meet expectations for attendance and punctuality, deal honestly and fairly with co-workers, management, and the general public, promote a positive work environment, and to operate efficiently within their roles. Each Associate is expected to work to meet or exceed all departmental goals and deadlines and to maintain professional internal and external relationships that meet company core values, while delivering exceptional customer satisfaction overall.

Reporting directly to the ACT Support Manager, All ACT Support Supervisors will interact in a professional manner by proactively establishing and maintaining effective working team relationships with internal and external customers. This includes NEST Team Members, NEST of Florida Team Members, 20 Digits Technology team members, Independent Service Providers (ISPs), and Clients. The primary interaction points with customers will be phone calls, emails, text and instant messages.

We’re seeking an ACT Support Supervisor who demonstrates strong communication skills, attention to detail, the ability to multi-task and prioritize their work, understand financial concepts and be able to work in a high-paced environment.

Role Specifics

More specifically, your key job tasks will be to:

• Assists with the oversight of departmental tasks including but not limited to the following:
• Receives correspondence email/phone calls from Clients, Providers or Team Members regarding workorder status and resolves escalate inquiries with minimal management intervention.
• Demonstrates above average familiarity and understanding of Clients as it relates to playbook procedures and external systems (ie: Service Channel, Facility Source, Verisae, Office Trax, etc.) and rarely requires management support for updates.
• Maintains client satisfaction by responding to emails, service complaints, recalls and/or phone calls in a timely fashion and with detailed, specific answers whenever possible.
• Ensures NEST is meeting all External SLA (Service Level Agreements) for each client by working on the highest priority work as defined by departmental Standard Operating Procedures (SOP) and/or your manager.
• Engages with Client or ISP on behalf of the Team when an escalate issues requires management interaction.
• Gathers paperwork, signed work orders and invoices from Providers for billing as needed.
• Performs follow-up on services provided by NEST by calling, messaging, or emailing client locations and/or ISPs.
• Performs confirmations on services provided by NEST by calling, messaging, or emailing client locations and/or ISPs. Dispatches ISPs to perform services and updates clients and locations accordingly.
• Schedules services with ISP's and locations with provided schedule dates.
• Maintain/updates notes in System Z (workorder management system), to monitor the health of Work Orders (WO) and keep all parties informed.
  • Has an above average understanding of System Z terminology including Request/Recurring, Work Order Schedule Types, and Work Order, Crew, and Dispatch Statuses
    • Ability to identify aged or trouble work orders in a System Z grid and either resolve or delegate to the appropriate Team Member for resolution.
    • Ability to multitask by notating call information in System Z, by switching between screens/documents as needed when speaking with a Client, Store, ISP, or Employee
    • Ability to locate and understand different tabs in the System Z Main Menu including New WO, WO List, Location, and ISP tabs.
    • Ability to update Work Orders correctly by utilizing the Standard Operating Procedures outlined and audited by management.
    • Ensures all necessary details for a Work Order or Quote have been collected to support the appropriate evaluation and pricing to support dispatching process and/or Not to Exceed (NTE) increases.
  • Executes proactive and reactive ISP new hiring process by onboarding new Service Providers to work with NEST in certain coverage areas throughout the US with minimal support from management.
    • Identifies ISP’s requiring coaching, handles basic situations, and handles escalate situations.
  • Develops the daily ACT team task list and monitors grids to ensure completion of tasks as assigned to the team.
  • Owns high visibility and/or problematic work orders as identified by Client Relations or ACT Support Leadership and ensures successful completion within a defined timeline.
  • Performs audits on Team Members to ensure the proper steps are being taken during the work order cycle and summarizes results for Leadership.
  • Understands company profit margin goals and works with associates to create awareness and resolve any pricing decision that may negatively impact the profitability of a Work Order.
  • Collaborates with Leaders to identify staffing requirements for weekdays, evenings, weekends and holidays to ensure necessary coverage.
  • Documents and maintains department SOPs and coordinates with Employee Development & Analytics (EDA) Department to ensure inclusion in new hire training.
  • Performs check-ins and communicates with employees to ensure productivity goals are being met, work is being done in a timely manner and work has been evenly distributed. Checks in on employees throughout the day.
  • Shadow, coaches associates and specialists on results of Work Orders Audits and APR metrics.
  • Ability to compose and assist in issuance employee performance reviews and Corrective Action Forms regarding performance, attendance, disciplinary action, etc.
  • Responsible for development of an employee-oriented company culture that emphasizes quality, continuous improvement, key employee retention and development, and high performance.
  • Understands Payroll and Over Time (OT) budgets and ensures the department does not go over budget without management approval.
  • Responsible for reviewing and approving timecards weekly. Will ensure that all employees are working assigned hours and scheduled shifts.
  • Leads "On the Floor" training for new hires and internal cross training amongst sub departments.
  • Consistently meets and exceeds departmental Key Performance Indicators (KPI’s) and quality standards as defined by management.
  • Demonstrates high level of phone skills including professionalism, courteousness, and proper tone when speaking with customers.
  • Demonstrates high level of email/writing skills including professionalism, spelling and grammar, and tone usage.

Success Factors

NEST is a competency-focused organization, and the exemplary candidate for this role will encompass the following core competencies:

• Job Knowledge - Competent in required job skills and knowledge; exhibits ability to learn and apply new skills; keeps abreast of current developments; requires minimal supervision; displays understanding of how a job relates to others; uses resources effectively.
• Use of Technology - Demonstrates required skills; adapts to new technologies; uses technology to increase productivity; keeps technical skills up to date.
• Ethics - Treats people with respect; keeps commitments; inspires the trust of others; works with integrity and principles; upholds organizational values.
• Personal Appearance - Dresses appropriately for position; keeps self well groomed.
• Attendance/Punctuality - Is consistently at work and on time; ensures work responsibilities are covered when absent; arrives at meetings and appointments on time.

All employees must successfully complete a pre-employment skills assessment, a background check and drug screening prior to the start of their employment.

This is a Hybrid position.

Salary commensurate with job experience.

NEST is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, physical or mental disability, genetic factors, military/veteran status or other characteristics protected by law.

Behaviors

Preferred
• Leader: Inspires teammates to follow them
• Thought Provoking: Capable of making others think deeply on a subject
• Team Player: Works well as a member of a group
• Enthusiastic: Shows intense and eager enjoyment and interest
• Detail Oriented: Capable of carrying out a given task with all details necessary to get the task done well
• Dedicated: Devoted to a task or purpose with loyalty or integrity

Motivations

Preferred
• Work-Life Balance: Inspired to perform well by having ample time to pursue work and interests outside of work
• Self-Starter: Inspired to perform without outside help
• Peer Recognition: Inspired to perform well by the praise of coworkers
• Goal Completion: Inspired to perform well by the completion of tasks
• Financial: Inspired to perform well by monetary reimbursement
• Ability to Make an Impact: Inspired to perform well by the ability to contribute to the success of a project or the organization