Director of Service Order Processing
Location: 12285 Pellicano Drive, Suite D5, El Paso, Texas, United States; Additional locations: 915-917 International Way, Springfield, Oregon, United States; 3010 David Drive, Columbia, Missouri, United States; 5845 VENTURE DRIVE STE 2, Eau Claire, Wisconsin, United States; 2305 S Presidents Dr, West Valley City, Utah, United States; 145 REGAL ST STE 4, Billings, Montana, United States; 329 Highway 30, Unit #3, Kimberly, Idaho, United States. Position Type: Full-Time/Regular. Tracking Code: AL15938-128.
About the role
The Director of Service Order Processing manages daily activities for Service Coordinators based in multiple locations. This position ensures timeliness of processing repair orders and providing best-in-class customer service. In addition, this position mentors and develops the Service Coordinators with the purpose of attaining high level customer service and enabling the career aspirations of those who want to grow their career in other roles.
Responsibilities
- Lead and direct the service order processing team in providing repair services to customers, ensuring a high level of customer satisfaction and retention.
- Provide direct coaching (performance and career) routinely.
- Work cross functionally to coordinate service technician’s activities, including optimization of scheduling and routing to ensure quality and timely provision of service and repair.
- In conjunction with all other Numotion departments, address and resolve escalations in the timeframes outlined in procedures.
- Direct quality and timely assistance for customers with service & repair requests (including fielding phone calls, entering, and maintaining accurate data in order processing system, scheduling appointments).
- Work with the team to increase customer satisfaction and improve turnaround times.
- Review incoming and outgoing phone calls for quality with intent to improve customer-service skills (active listening, empathy, patience, etc.).
- Lead and implement Numotion Service & Repair best practices and drive universal service and repair processes within the territory.
- Perform other related duties as assigned.
- Utilize Numotion Leadership Principles to perform job with integrity, compliance, and values consistent with Numotion’s mission.
- Adhere to employee or customer confidentiality and comply with Numotion’s policies and federal regulations.
- Provide excellent customer service for all internal and external customers of the operations at all times.
- Provide solutions for customer concerns and continually focus on customer service as our top priority.
Qualifications
- Bachelor