Customer Success Lead - Escalations & CMMS

Roto-Rooter Plumbing and Drain Service; Cincinnati (OH); Presencial; USD 50.000 - 54.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Paid garage parking

Descripción de la vacante

Roto-Rooter Services Company in Cincinnati seeks a Commercial Escalation Team Lead in the National Sales Department to oversee day-to-day operations and escalated issues. The role involves CMMS coordination, maintaining customer relationships, and leading a team to ensure timely resolution of service requests.

The position requires on-site work from 9:30 AM to 6:00 PM, Monday through Friday, with a monthly remote on-call weekend shift.

Formación

• Must have excellent computer software skills.
• Excellent verbal/written communication skills—primarily phone communication.
• Strong organizational, time management and analytical skills with attention to detail and deadlines.
• Strong dedication to providing a positive customer experience.
• Salesforce experience preferred.
• CMMS experience preferred.

Responsabilidades

• Liaison with assigned customers CMMS platforms for day-to-day operations and issue resolution.
• Maintain customer relationship (internal and external) through regular contact via phone, email and face-to-face meetings (occasional travel).
• Maintain all work orders with current status and ensure timely follow-up and completion.
• Assist service technicians/branches/call centers with CMMS processes.
• Coordinate quote submission, approval and completion of the work order.
• Communicate with all parties to ensure complete customer satisfaction on all problems / issues / opportunities.
• Provide reporting as required to National Sales department.
• On-call rotation: 1 weeknight and every 5th weekend.

Conocimientos

Excellent computer software skills

Excellent verbal/written communication

Strong organizational skills

Time management

Analytical skills

Herramientas

Salesforce

CMMS

Descripción del empleo

Roto-Rooter Services Company in Cincinnati seeks a Commercial Escalation Team Lead in the National Sales Department to oversee day-to-day operations and escalated issues. The role involves CMMS coordination, maintaining customer relationships, and leading a team to ensure timely resolution of service requests.

The position requires on-site work from 9:30 AM to 6:00 PM, Monday through Friday, with a monthly remote on-call weekend shift.