Customer Service Rep - weekends only - Kelly Services : Job Details

Provide real-time management of maintenance and project service calls to ensure that technicians are as efficient as possible, and that customer SLAs are met to the greatest extent possible with existing Field Service staffing. The objective of this role is to ensure customer satisfaction and Field efficiency, and at the same time eliminate the day-to-day call management workload from the District Manager. Essential Functions/ Key Responsibilities: Monitor service and project calls for assigned region, reassign calls based on SLA requirements, technician availability, and technician location. Demonstrate understanding of assigned territory such that reassignment of calls can be effectively handled based on technicians current location. Answer customer escalations for assigned region, coordinating with Service Technicians and District Managers. Alert District Manager of at-risk SLAs and service issues that cannot be resolved. Document service call actions in Service Center system. Work...Customer Service, Service, District Manager, Technician, Weekend, Retail, Staffing, Customer