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Regional Communications Administrator in Fort Mill, SC at Compact Power Equipment, Inc., a Home Depot company

Date Posted: 2/7/2018

Job Snapshot

Job Description

Compact Power Equipment Inc., a Home Depot Company, located in Fort Mill, SC, is a fast-growing, values driven organization comprised of Rental and Services divisions. We are a team of over 600 talented associates based across the U.S., Canada, and Puerto Rico.

Compact Power Equipment Services Division is comprised of over 300 talented and highly trained professional technicians to deliver comprehensive management of commercial equipment including installation, repair, preventative maintenance and parts management. We are dedicated to investing in advanced technology and the continued training of Support and Field Service Professional teams with the singular goal of optimizing the efficiency, safety and productive life span of our customers’ mechanical assets. We are an industry leader with a nationwide footprint in 15 regions across the United States, Canada and Puerto Rico.

 

SUMMARY:

The Regional Communications Administrator (RCA) is responsible for ensuring that the daily automated schedules are optimized and carried out. Updates to the Regional Service Managers (RSMs) on the status of their regions are required. This communication may be in the form of emails, phone calls, or updating standardized documentation. The successful candidate in this role must have a full understanding of the status of every service call and the technicians - Field Service Professionals (FSPs) – that they schedule. RCAs highly understand and use technology in order to expedite schedule changes, FSP calendars, and other general recordkeeping to satisfy their internal customers. RCAs also accurately update call dispositions to external customers through portal updates, emails and phone calls.

 

ROLES & RESPONSIBILITITES:

  • Report all “missed dispatches” from the previous day to the RSM
  • Make sure all requests are assigned to available FSPs to fill their service days
  • Proactively manage aging calls within their regions to allow for manual dispatch when appropriate
  • Report daily notes to the RSM for strategic corrective action when necessary
  • Escalate situations that result in a delay of schedule, creation of overtime, or excessive travel charges to the RSM or VP, Service Administration
  • Creatively troubleshoot and solve challenges that occur on behalf of the customer
  • Work with the Customer Liaison and the Customer Support Analyst to ensure that the customer is always aware of any issues, our response to the issue(s) and what we are doing to ensure that they are always delighted
  • Ensure that customer data stays current and properly communicated to the organization, from contract adjustments to equipment and address lists
  • Daily Review of Customer Calls ensuring delightful service is being maintained
  • Other duties as required

Job Requirements

REQUIRED QUALIFICATIONS:

  • 3 years working in service and/or dispatching environment
  • Demonstrated problem solving ability, including efficiency in determining solutions and communicating through proper channels to achieve optimal results
  • Experience in Data Entry
  • Excellent written and verbal communication skills
  • Demonstrated leadership skills to effect change
  • Microsoft Office proficiency with intermediate Excel skills

 

Preferred

 

  • Knowledge of industrial equipment commonly used in retail industry (Carpet Carousels, Panel Saws, Paint Shakers, Radial Arm Saws, etc.)
  • Experience using parts, service and operator manuals
  • Minimum 1 year experience using Microsoft Dynamics GP for field service or accounting procedures
  • Working knowledge of Service Level Agreements (SLA’s)
  • Bachelor’s degree or equivalent experience

WORKING CONDITIONS:

Working conditions include siting for extended time periods, repetitive movements of hands, arms and wrists in front of a computer monitor continuously.

 

The above descriptions is not intended to be an all-inclusive list of the duties and responsibilities of the job described, nor are they intended to be such a listing of the skills and abilities required to do the job. This is intended only to describe the general nature of the job.

 

We offer a full array of benefits that include health, well-being, and financial. Please visit LIVETHEORANGELIFE.COM for more details.

 

EEO / AA / M / F / VETS / DISABLED

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