Managed Maintenance Lead Customer Service Representative

Description

The Managed Maintenance Lead Customer Service Representative is responsible for helping facilitate the resolution of our large National Account gas station requests for service. This is achieved through the deployment of JF service technicians or subcontractor service technicians to these gas stations within expected response times. The Lead CSR works in close collaboration with the Managed Maintenance Customer Service Supervisor, JF branch service management or subcontractor management/dispatch to safely deliver high quality service in accordance with the client's expectations and carrying out the mission of providing high uptime to gas stations.

This is an IN-OFFICE position covering the hours of 9:00am-7:00pm, 4 days a week (Friday - Monday).

Job Responsibilities:

• Learn and stay current with the National Account Gas Station's standard operating procedures.
• Develop strong & productive working relationships with subcontractors, management, and dispatchers.
• Create work orders to support in rapid first visit site restoration or timely revisit resolution.
• Assist in work order completion by verifying and documenting subcontractor arrival, departure, and work performed.
• Work closely with dispatchers and/or service managers at the JF branch or subcontractor that has been assigned the service work order.
• Assess any potential delays caused by branch workload and/or technician availability.
• Point of escalation for work order reassignments to secondary contractors if needed to achieve SLA commitments.
• Communicate SLA deviations to customer and site when required.
• Help minimize service delays by coordinating expedited parts with supply chain contacts and supporting techs in locating needed materials.
• Accept and respond to customer concerns related to work order completion and quality of workmanship. Assure customer recall service requests are assigned to subcontractors or JF technicians for work order completion.
• Assist the Managed Maintenance Support Specialists in managing DDR and Hotlist queues to ensure prompt attention and resolution.
• Support the Supervisor with escalations, task delegation, workflow monitoring, and other daily team duties. 

Requirements

• High School Diploma or GED required
• Highly organized; Excellent time management skills and ability to multitask
• Customer service, call center or dispatch experience preferred
• Ability to type 35 wpm with a high level of accuracy
• 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
• 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.

JF Petroleum offers:

• Competitive pay
• 401(k) with company match 
• Paid time off
• Paid holidays
• Health benefits (eligible 1st of the month following 30 days) including Medical, Vision, Dental, Disability
• Life insurance-company provided
• Bonus program eligibility
• Paid training for field personnel
• Uniforms provided for field personnel

*JF Petroleum Group is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or any other legally protected status.