ISP Relations Associate - (Call Center Representative)

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

This position is focused on one of two possible job functions, with other duties to be assigned.

ISP Relations Associate (coverage sourcing) - The main objective of this position is to identify weak areas of service coverage and hire service providers for these areas as well as negotiate pricing for services provided. Must also ensure NEST Independent Service Providers (ISP’s) are compliant in all insurances, contracts, and policies relevant to Interactive Voice Response (IVR) and the service provider portal.

ISP Relations Associate (contact center) – The main objective of this position is to answer incoming calls/messages/emails from the NEST ISP Network. Associates will interact with contractors on a first-come-first-serve basis (queue). Interactions will include (but not limited to): issuing NTE (Not To Exceed) increases, rescheduling, creating work orders, collecting service information, providing additional instructions, and updating both the provider and NEST with detailed notes.

All Associates will interact in a professional manner by proactively establishing and maintaining effective working team relationships with internal and external customers. This includes NEST of Florida Team Members, 20 Digits Technology Team Members, NEST Team Members, Independent Service Providers (ISPs), and Clients. The primary interaction points with customers will be phone calls, emails, text, and instant messages. Successful associates must be organized, detail-oriented and must be 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 ISP Call Center Manager, All ISP Relations Associates 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 ISP Relations Associate 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:

• ISP Management - Ensures all ISP’s are compliant, cooperative, profitable, and willing to work with NEST.
  • Handles communication with new and existing providers through ISP Support line (inbound calls, email and outbound calls regarding Tech on site, NTE increases or assistance with store personnel.
  • Educates service providers on compliance documents required to work with NEST (contract, insurance).
  • Ensures NEST service providers are compliant in all insurances, contracts, and policies relevant to IVR and the service provider portal.
• 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 support from Management.
  • Identifies ISP’s requiring coaching, handles basic situations, and handles some escalate situations with management support.
• Familiarity with ISP portal (troubleshooting goes to ISP Comp).
• Effectively conveys the benefits and terms of working with NEST as a service provider.
• Interacts frequently with NEST providers and discusses the business relationship being held between the two parties (ISP Relations).
• Ensures successful completion of high visibility, and/or problematic work orders and resolves escalated issues.
• Is responsible for negotiating service provider’s pricing and improve upon gross profit.
• Assists with new programs and project rollouts pertaining to our clients’ services.
• Covers recurring work and confirms services with ISP and Client prior to scheduled date.
• Refers & educates service providers about the service provider portal where payment status of work orders can be obtained.
• Assists ISPs with Work Orders (WO)
• Reviews and addresses service provider Compliancy Reports.
• Educates service providers on payment status from work performed for the company.
• Maintains/updates notes in System Z, workorder management system, to monitor the health of WO and keep all parties informed.

• Focuses on unscheduled recurring workorders, assignments, scheduling, and follow-ups along with reporting on missed services. (Window cleaning, pressure washing and HVAC PM’s).
• Handles tightly and prescheduled cleaning work orders. Ensures completion percentages are met for all programs.
• Contacts providers for low priority workorders. Discusses primary assignment, auto dispatch, and dispatches workorder.
• Follows all defined departmental procedures and management directions.
• Works with the management team proactively and reactively on issues and assist in problem-solving and execution, both critical to the success of the business.
• Understands and implements NEST values: responsibility to our clients, to each other and to our providers.
• Familiarity and understanding of client requirements and their typical service requests.
• Maintains call records within standard goal range.
• Familiarity with the JIRA process and the goals of utilizing JIRA cards.
• Delivers exceptional customer service satisfaction, client correspondence and conference call participation.
• Maintains client satisfaction by responding to problems quickly through investigation and resolution.
• Maintains familiarity with IVR Systems (troubleshooting goes to MIS) and monitors IVR compliancy.
• Advises Supervisor when issues need to be handled through an exception process.
• Enhances job knowledge by developing and/or maintaining proficiency in the latest productivity and technical tools.
• Meets 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 (soft skills).
• Demonstrates high level of email/writing skills including professionalism, spelling and grammar, and tone usage.
• Demonstrates ability to triage work orders and communication to prioritize in highest priority order.
• Maintains basic understanding of contractor/vendor/industry terminology.
• Asks questions to better understand/clarify potentially complex situations.
• Provides back-up coverage for team members and assists team during high volume periods.

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 to either Mantua, NJ or Naples, FL.

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

• Thought Provoking: Capable of making others think deeply on a subject
• Team Player: Works well as a member of a group
• Loyal: Shows firm and constant support to a cause
• 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

• Growth Opportunities: Inspired to perform well by the chance to take on more responsibility
• 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