PRIMARY PURPOSE: This position is responsible for timely and accurately scheduling and managing service requests, answering of inbound customer service inquiries via phone and email, and reviewing and approving invoices for completed services. The ideal candidate would possess excellent customer service skills as well as analytical thinking to help advance the service center model into a true help desk. Carries out responsibilities in accordance with organization’s policies, procedures and applicable law.

ESSENTIAL JOB FUNCTIONS: include the following and other duties may be assigned as needed.

1. Answer inbound phone inquiries from customers providing quality and accurate responses managing and resolving customer complaints.

2. Receives requests for work orders from clients and Sales Team via phone or email and then directly manages and schedules all necessary work orders in the system.

3. Manages and schedules work orders with special requests, such as temporary line disconnects and crane requests to be safely productive.

4. Maintain a positive and professional image of Tree Pros.

5. Routinely communicates with clients, Service Technicians, Sales Team, and vendors to ensure work orders are completed in a timely fashion with high quality.

6. Analytical and critical thinking for incoming inquiries to help develop future processes and structures to streamline and grow customer service process and procedures.

7. Route calls, emails, and service issues to appropriate individuals and groups as needed.

8. Accurately complete and document information in system to ensure inquiry is captured correctly.

9. Lead, manage and hold the team accountable for meeting goals.

10. Routing & Dispatching and achieving Production Revenue targets.

11. Other duties as assigned by manager or supervisor.

12. Resource Allocation to make sure the right techs and crews go to the right jobs with the right tools, equipment & materials.

EDUCATION and/or EXPERIENCE:

• HS Diploma or general education degree (GED)
• Two years of scheduling experience preferred

QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Excellent verbal and written communication skills.
• Familiar with scheduling metrics and reporting a plus
• Experience responding to customer emails.
• Proficient with MS Office, Outlook and Internet applications
• Bi-lingual Spanish a plus.
• Superb accuracy and attention to detail.
• Strong problem solving skills and data analysis abilities
• Ability to prioritize in a fast paced environment.
• Adaptable to feedback and requested changes.
• Excellent interpersonal skills, genuinely friendly and approachable.

About Elite Tree Services

We Are The Elite Tree Service in Phoenix, AZ
We aim to provide you with the highest quality tree service in Arizona. Our top customers were established through referrals, so we want you to not only choose Elite Tree Service year after year, but feel confident in referring us to your family, friends, and neighbors.

Pay: $18 - $20 / hour

Benefits:

• Flexible schedule
• Paid time off
• Health insurance
• Dental insurance
• Vision insurance
• Life insurance
• 401(k)
• Paid training
• Employee discount
• Other

Job types: Full-time

Schedule:

• 8 hour shift
• Monday to Friday
• Day shift

Education: High school degree

Work location: On-site