Services Supervisor - Corporate Accounts

Description

The Services Supervisor is responsible for leading a best-in-class service response team. This role is responsible for delivering Fluid Level experience through efficient processes, best practices, and engagement of local service providers (LSPs) and subcontractors. This position looks for innovative opportunities that align with Fluid’s strategic initiatives as this team grows. This position will report to the Director of Corporate Accounts and focus primarily on delivering services to the United Health Group (UHG) customer. 

Responsibilities and Duties:

Internal 

• Directs daily work and manages workload of Coordinator team assigned to this account(s) including directing any temporary/admin resources.
• Onboard and train new team members, including new hires or existing staff that transition to support the account(s).
• Provides back-up coordination efforts when necessary.
• Functions as subject-matter expert on Fluid and Customer processes as well as the technology and systems used.
• Responsible for documentation of key processes with regular updates to support ongoing team training.
• Ensures service work order accuracy, completeness and timeliness including timely invoicing.
• Ensures response times are maintained and documented per customer contracts.

External 

• Manages escalated issues from the coordination team and LSPs. Brings critical issues to Services Leadership and Director of Corporate Accounts.
• Responsible for ensuring all relevant data is collected to support reporting requirements and LSP performance metrics for quarterly business reviews (QBRs).
• Communicate regularly with LSP partners to ensure smooth execution of requests.
• Endures LSP deliverable quality and response times are maintained by customer contracts.
• Stays up to date on subcontractor rates, resources, and quality of work.

Best Practices

• Help execute strategic technology and system improvements specific to the team including:  Airtable development, training and integration internally and with LSP partners.  Fluid Digital Strategy including ERP and other systems
• Evaluates current processes and systems for opportunities to improve. Works with the team and leadership to facilitate approved changes. Creates and maintains efficient workflow processes and standard work documents.
• Meets regularly with LSP partners to solicit two-way feedback as well as adherence of contractual requirements. 
• Partner with Project Services Manager to ensure continuity of service approach and engagement on strategic initiatives. 
• Responsible for tracking and analyzing errors including looking for trends and recommending mitigating measures.
• Participate in review of account financials to help identify where improvements can be made to increase profitability of service requests.

Requirements

Qualifications & Skills

• 2-year Associate’s degree preferred but not required
• Strong written and oral communication skills
• Advanced skills in MS Office highly desired
• Excellent time management skills
• Ability to multi-task
• Organizational and prioritization skills
• Process-oriented
• Ability to communicate effectively
• Excellent customer service skills

Requirements

• 2-3 years of progressive experience in operations, labor partnering and estimating.
• 2-3 years of experience in contract furniture and project execution. 
• Must be able to lift a minimum of 15 lbs.
• Must be able to pass a criminal background screening.
• Must have a valid driver’s license.

Salary : $28 - $34