Engages in daily activities to ensure that routes are efficient for the scheduled day, require minimal technical intervention, minimize costs to the business and keep promises to customers.
Responsibilities/Skills/Experience Requirements
• Contacts customers. • Creates service orders (add-ons, corrections) as overflow from Service Order Clerical function. • Responds to escalated customer service issues • Works through excess capacity (find jobs in SERVICEPower) • Addresses Unresourced and Jeopardy trays (routing exceptions) • Responds to technician route concerns • Addresses unplanned unavailability (technician absenteeism) • Monitors NPS inquiry screen. • Monitors NPS message screen. • Considers and escalates special order requirements that may affect workload balance. • Maintains routes taking into consideration district parameters and technician work/life balance • Notifies both the routing manager and technical manager of any route status irregularities or unusual requests by technicians to ensure timely service delivery to the customer. • Communicates all requests for overtime to both the route manager and technical manager. • Considers technician and call locations when evaluating service order assignments. • Uses system tools to evaluate route solution efficiency and predict impacts to the business and customers. • Communicates with routing team, technicians, customers, support departments and management on any issues that might affect timely delivery to the customer. • Provides feedback on call growth, group specialization, road speed or any other parameter that might improve/affect the routing solution • Send/Answer message or phone calls as required by the business • Miscellaneous duties as assigned
Years Experience
$ads={1}
1 - 2 Years Experience
Travel Requirements
None
Country
United States
Work-In City
Remote
Work-In State
Remote
Work-In Postal Code
Remote
Business
Sears Home Services - In Home
Job Function
Customer Service
Employment Category
Regular, Full-time
Compensation Range
N/A
Additional Compensation Explanation
N/A
EEO/EOE Footer
Equal Opportunity Employer / Disability / Vet.
Posting Tags
#IHSupport
Company Brand
Sears Home Services
Location City
Hoffman Estates
Route Specialist | Transformco
$ads={2}
