Address
Form of workReports to - Vice President of Operations
Supervises - Team of Schedulers and Field Support Representative and one Scheduler/Project Coordinator for New Construction
Department - Scheduling and Field Support Representative Team
Company Overview Life Safety Services (LSS) is an industry leader in passive fire protection inspection services such as Fire and Smoke Damper Inspections, Fire Door Inspections, Firestopping, and building commissioning services to facilities throughout the United States. LSS's testing helps clients meet compliance standards set by the National Fire Protection Association (NFPA), International Code Council, The Joint Commission, State Fire Marshals, Insurance Risk Auditors and other regulatory agencies which require the periodic inspection of passive fire protection systems. We offer proven solutions, concise reporting and extraordinary customer service.
Job Overview
Provide leadership and supervision of a team of Schedulers and Field Support Representatives and one Scheduler/Project Coordinator that provide outstanding customer service to customers during hand-off from sales, project set-up and scheduling, repair quoting hand-off, project implementation, report compilation, and project closure. Support our technicians so they are set for success from start to finish on a project. This includes but is not limited to: project scheduling, booking travel and hotel accommodations, and project information sharing. Exemplify service excellence during the management of these activities as well as problem resolution in accordance to LSS policies and procedures. Refer customers to the appropriate business partner as information is uncovered during business interactions and/or conversations.
Salary rate starts at $60,000-up.
Responsibilities (Include but are not limited to)
- Drive the scheduling process to ensure projects are coordinated 4-6 weeks in advance to facilitate revenue achievement in future months
- Collaborates with Directors of Damper and Door Services to proactively manage the scheduling of our services
- Inspires and promotes a culture of excellent customer service by emphasizing the importance of customer satisfaction with a friendly demeanor, can-do attitude, and willingness to help at all times.
- Have a good rapport with Life Safety Services peers, have knowledge of and accountability for entire product project completion process for all assigned customers, be responsive and timely with correspondence and problem resolution, and display a caring attitude.
- Lead and coach Field Support Representatives to effectively manage project initiation and ensure set-up and scheduling are completed promptly so services can commence in short-order resulting in client satisfaction and prompt realization of revenue generation for Life Safety Services.
- Effectively emphasizes critical thinking and problem-solving to the Field Support Representatives in scheduling travel for technicians.
- Manage additions of report users and maintenance of user access for existing clients.
- Act with confidence by answering or finding the answers to questions from Field Support Representatives and finding solutions to customer issues that have been escalated.
- Maintain position of trust and responsibility by keeping all customers business confidential
- Perform daily office responsibilities to maintain the efficient operation of the office.
- Handle consumer and business customer problems with professionalism, directing more complex issues seamlessly to other management as necessary.
- Demonstrate excellent problem-solving skills, sound judgment in decision making, abiding appropriately to established guidelines and procedures.
- Maintain a well-developed working knowledge of the complete line of products and services offered, taking responsibility to keep up-to-date and request assistance for further development needs.
- Effectively refer customers to business partners for the selling and cross-selling of products to customers.
