Customer Service Facilities Lead

VIXXO; Dallas (TX); On-site; USD 60,000 - 80,000; Full time

Job summary

VIXXO is seeking a full-time Customer Service Team Lead to work at either our Dallas, TX or Bloomfield, CT office. The role focuses on driving repair and maintenance operations while delivering exceptional service, customer retention and satisfaction.

The ideal candidate demonstrates strong collaboration, multitasking, and analytical problem solving in a fast-paced facilities environment and will lead a team to exceed client expectations and reduce costs with a consultative approach.

Qualifications

• 2-3 years or more of experience in supervisory roles in convenience store, grocery, retail, restaurant or hospitality industries or related services.
• Experience in customer service, retention, business development or account management with facilities maintenance understanding.
• Direct experience managing commercial facilities and working with service providers preferred.
• Proficient with MS Office; Excel, Outlook, Word; Siebel a plus.
• Excellent interpersonal skills, reliability, tenacity, teamwork, and data analysis abilities.
• Confident communicator and receptive to feedback from service providers and customers.
• High school diploma or equivalent; bachelor’s degree a plus.

Responsibilities

• Act as the primary point of contact for customer escalations, updates and inquiries to minimize updates; keep work orders updated and customers informed.
• Coordinate with the service team to prioritize outbound follow-ups and improve service levels.
• Build rapport with customers to understand needs and ensure objectives and SLAs are met; provide status and cost updates.
• Review scope of work, negotiate rates with providers to reduce customer costs; approve changes when appropriate.
• Collaborate with field team ROMs to adjust focus based on guidance and feedback.
• Use metrics and reports to identify improvements and ensure deliverables meet contractual requirements.
• Own the solution for the customer so they don’t have to.

Skills

Collaboration

Accountability

Multitasking

Analytical thinking

Team player

Education

High school diploma (or equivalent)

Bachelor’s degree preferred

Tools

MS Office

Excel

Outlook

Siebel

Databases

Job description

Vixxo is seeking a full-time Customer Service Team Lead to work at either our Dallas, TX or Bloomfield, CT office.

THE ROLE

The Customer Facilities Lead owns and drives the repair and maintenance operations needed to meet and exceed customer expectations on a daily basis while earning continued and expanded business. Their expert management of work order completion demonstrates Vixxo not only has a thorough understanding of our customers' organization and are aligned with shared goals and objectives resulting in exceptional service, customer retention and satisfaction but that our consultative approach can help save them money and operate more efficiently.

WHO WILL LOVE THIS JOB

• Acollaborative teammate:you enjoy working with others and utilizing strong partnerships (internal and external) to achieve the best outcome
• A driver: you enjoy taking responsibility for assuring company policies and procedures are correctly followed and find satisfaction in quickly mastering the guidelines of the role
• An efficient worker:you enjoy having multiple priorities at one time and multitask without sacrificing precision or accuracy
• An analytical problem solver: you are a quick decision-maker that is also careful to analyze new ideas or innovations to ensure alignment with established practices
• A motivated team player who thrives in a fast-paced environment where maintenance curve balls challenge us on a daily basis.

TOP RESPONSIBILITIES

• Act as the primary point of contact for customer escalations, updates and inquiries with the goal of minimizing the need for updates by proactively working with service providers to keep the work order management system updated and the customer proactively informed. Utilize experience and industry knowledge to thoroughly manage escalated issues and instill customer confidence.
• Coordinate with customer service team to prioritize outbound follow-up tasks in order to drive improvement of service levels.
• Connect with customers and build appropriate rapport to have a thorough understanding of needs, expectations and requirements in order to achieve customer goals and service level agreements. Provide effective and proactive communication to customers regarding the status of services, time estimations and cost.
• Connect with service providers and build appropriate rapport to meet customer expectations. Review scope of work and pricing, negotiate rates and costs as necessary with a laser focus on customer cost reduction. Verify customer requirements have been met and approve changes on behalf of the customer when applicable. Submit recommendations and proposals to customers.
• Work closely with field team Regional Operations Managers to adjust focus based on their guidance and feedback.
• Utilize key metrics, daily & weekly reports, and performance indicators to identify areas of focus and/or necessary improvements. Work with ROM and supervisor to determine appropriate actions and communications and take steps necessary to continue providing exceptional service ensuring deliverables meet contractual requirements and reduce customer costs.
• Basically, own the solution for the customer so they don’t have to!

QUALIFICATIONS

• 2-3 years or more of experience in supervisory roles at convenience store, grocery, retail, restaurant or hospitality industry or with those who help serve those customers.
• Will also consider those with 2-3 years experience in customer service, customer retention, business development and/or account management so long as they have a general understanding of facilities maintenance.
• Prefer someone with direct experience managing commercial facilities and working with the service providers that help maintain them.
• Fluent with Microsoft Office products including Excel, Outlook, and Word; experience working with Siebel and databases a plus.
• Excellent interpersonal skills, a high degree of reliability, commitment, tenacity, teamwork, and creative energy to achieve success.
• Excellent written and verbal communication skills; strong problem-solving skills and data analysis abilities
• Needs to be a confident communicator and/or assertive with needs.
• Ability to be receptive to constructive feedback from service providers and/or customers.
• A high school diploma or equivalent is required; bachelor's degree a plus.

WHY VIXXO

Vixxo wants your ambition, your experience, your talent, and what makes you unique. We may have a place for you on one of our many teams, all dedicated to facilities management for some of your favorite retail, grocery, restaurant and convenience market brands.

Just like you would, we hold ourselves accountable for growing the company and meeting aggressive goals. We also work equally as hard at growing our corporate culture, which includes Vixxo’s commitment to diversity and the fact great minds think differently.