Customer Relationship Specialist

Responsibilities

• Manages a select list of “Essential” or “Preferred” customer accounts.
• Develops and maintains Account Plans to achieve both long and short-term operational and administrative objectives within assigned accounts.
• Develop and maintain schedules as required to support project loading, ensuring project flow and schedules meet the expectations of the customer and/or contract.
• Cradle to grave follow through on resolution for all emergency service calls for assigned accounts.
• Drive and track T&M activity as required for noncontract related work.
• Develops and grows relationships with sales, service, management, and other key internal partners essential to the support of assigned accounts.
• Be willing to lead by example – be accountable and dependable, maintain a positive attitude, inspire others to go the extra mile to take care of Customers (internal/external) and achieve Operational Key Results (OKR).
• Act as a coach/mentor when communicating or addressing performance issues with the team.
• Demonstrate the ability to remain calm and even-tempered during stressful situations.
• Close coordination with the Manager, Customer Relationship Services of any operational related issues.
• Present recovery plan(s) with multiple options that will allow the Manager, Customer Relationship Services to make informed decisions.
• Actively seek and participate in continuous improvements initiatives that impact customer care and coordination of work.
• Aid in the implementation of new processes/policies and systems.
• Meet with scheduling team on a regular basis to review, coach and train on various Customer Service concerns and opportunities.
• Handle escalated scheduling issues within the assigned customer, including but not limited to sales inquiries and Field Service escalations.
• Be available after hours to assist with escalations to meet customer/contract SLA (Service Level Agreement).
• Generate standard and custom reports to monitor workload.
• Proactively identify schedule risks and present options to resolve critical potential issues to the local team and Manager, Customer Relationship Services.
• Ensure all billable work is being scheduled and executed and tickets are closed out in a timely basis.
• Where practical, empower and direct the team to strategically schedule preventive maintenance visits to minimize/cover costs for the company (take over Customer Engineer Scheduling or large account scheduling).
• Ensure accurate documentation of all scheduling correspondence in tickets.

Requirements

• Minimum Qualifications: (education, experience level, knowledge, skills, certifications)
• Bachelor’s degree in business administration OR High school education with 5 years minimum same or similar work experience.
• Minimum of 5 years customer service and coordination of service activities.
• Self-motivated and possess the ability to lead and direct a diverse team.
• Must be attentive, patient and strongly skilled in written and verbal communication; clear, professional, positive, and informative communication style.
• High-level competence in multitasking, time management, organization, critical and analytical thinking, problem solving, and the ability to influence others are required.
• Ability to thrive in a dynamic and collaborative environment and be comfortable with ambiguity. Adapt quickly to changing priorities and customer needs.
• Ability to persuade others in order to change undesirable behaviors and/or achieve the goals of the business.
• Must be proficient in the business tools used to perform the job and have extensive knowledge of the businesses processes, people, and products.
• Intermediate/advanced proficiency using Microsoft Excel software, including data analysis, pivot tables, etc.
• Positions Eligibility Requirements (travel, location, etc.)
• Willing to work flexible hours, including before shift/after shift and weekends to support the business.
• Reports in office full-time Monday-Friday (Westerville, Ohio).