Overview

Overview:

We are proud to be America’s Largest Independent Self-Performing HVAC/R Service Provider. Over the past 30 years, our continued focus on Quality, Value, and Integrity has enabled us to create strong relationships with thousands of long-term customer partners.

As we continue to expand, our focus remains on providing a top-notch work experience for our employees. If you are a quality-oriented individual who values integrity and hard work, then we want to talk to you! With our excellent review ratings on both Indeed and Glassdoor, Nextech has become the place to be for those in the HVAC Industry. Come join our team and start moving your career forward!

Role:

The Senior Customer Operations Specialist role primarily assists in handling key strategic accounts and the Account Executives responsible for them. They provide key support to existing customers, assist with reporting, maintain data integrity, and collaborate with various departments as needed. Senior Customer Operations Specialists help to improve accuracy and flowthrough of the various reporting and expectations set by the customer.

Benefits:

• Excellent Health Insurance options including a FREE employee only option
• Dental, Vision, Accident, Critical Illness, Disability and Supplemental Life Insurance options
• FREE life insurance equal to your annualized pay rate
• 401k with a 50% match up to the first 6% of your contributions
• 7 paid Holidays
• 2 paid Personal days
• 10 paid Vacation days

Responsibilities

• Verifies EMS readings and identifies possible customer concerns proactively utilizing the data
• Assists with special projects tracking/planning by utilizing internal and external data and working with regional offices for daily updates
• Preventative maintenance (PM) tracking
• Tracks “special-order” parts
• Acts as liaison between customer(s) and operations team on sensitive tickets/sites , notice of violations, executive visits, social media complaints, and OSHA violations
• Completes daily/monthly reports, as requested
• Serves as direct contact for customer escalation of issues and concerns
• Partners with Customer Support team when dispatch guidelines are updated and notates change point in guidelines tracker
• Uses internal and external reporting tools to ensure expectations are being met (weekly/monthly/annually)
• Partners with Senior Account Manager and Regional offices to drive improvements in standard service level agreements (SLA)
• Completes quote reviews and quote revisions, and addresses quote errors with regional offices and works with errant offices to drive efficiencies/improvements
• Assists with capital reporting and asset data to ensure accuracy
• Assists with online platform issues
• Assists with online invoice issues when escalated, as needed
• Assists with process updates, streamlining current processes, and relaying information to other departments, as needed
• Assists with 30/60/90-day “open call” report and works with offices to resolve tickets and provide weekly updates via reporting to Senior Account Manager
• Assists with gathering information/historical data when legal claim is received
• Assists with questions on bi-weekly calls with customers
• Assists in preparing data/reporting for bi-weekly account reviews
• Answers incoming phone calls and emails professionally
• Assists in and manage customer capital reporting and assets for proactive and emergency equipment replacements
• Assists in maintaining data integrity for customer assets and locations
• Provides regular two-way communication between all departments within our organization and provide strong team representation to set proper customer expectations
• Rotates on-call escalations on weekends and evenings
• Responds to any urgent questions or concerns of the client as soon as possible
• Uses internal reporting tools to understand customer account and provide tailored reporting based on customer request and need, and as directed by senior account executive
• Other related duties as assigned

Qualifications

Required Knowledge, Skills, and Abilities:

• Excellent organization, prioritization, presentation, and project management skills
• Excellent and creative problem-solving skills
• Must have a general understanding of repair costs and typical remedy to issues encountered
• Must be able to identify and resolve any quote sent back for revisions
• Ability to remain customer-focused
• Ability to speak to the customer and the display of account specific knowledge is vital to this role
• Ability to adjust to changing workflows and demands
• Ability to complete data analysis
• Effective communicator
• Proficient with Microsoft Office
• Typing speed of 60 WPM minimum

Education and Experience:

• Associate Degree in Business, Marketing or Engineering or related field
• Experience in HVAC Industry or other service business preferred
• Previous experience in administration and data management preferred

Physical requirements:

• Able to operate a computer and other office productivity machinery, such as a copy machine, telephone and computer printer.
• Continuously able to work in office environment
• Continuously able to operate a computer and other office productivity machinery, such as a copy machine, telephone, and computer printer
• Continuously able to sit at a computer for up to 8 hours
• Able to alternate between sitting and standing, as needed throughout the day
• Occasionally able to lift up to 15 lbs
• Continuously requires vision, hearing, twisting, and talking
• Occasionally requires walking, lifting, carrying, reaching, kneeling, pushing/pulling, bending, and crouching