¨ Successfully Support & Close Client, Business Partner (BP), Contractor and internal employees’ needs and requests, via support channels.
¨ Check technician’s in and out of cases and accurately update notes
¨ Work with support service and project teams to retrieve deliverables
¨ Make customer notification (pre-call) and/or follow-up calls.
¨ Maintain advanced user standards of proficiency levels within CRM/ERP and WorkMarket.
¨ When needed Issue work orders to subcontractors (partners).
¨ Exhibit professional correspondence in a tactful, diplomatic, and honest manner with all levels of staff, business partners, and customers.
¨ Provide ETA verification and schedule updates with technician crews as directed by PM.
¨ Monitor CRM queues as directed by management to ensure case status is updated on a timely basis.
¨ Perform other work-related duties as assigned by management.
¨ Excellent oral and written communications skills.
¨ Ability to develop and maintain strong client and partner relationships.
¨ Superior customer service skills.
¨ Ability to multi-task effectively.
¨ Strong problem-solving skills with the ability to dive deep and understand business problems to provide accurate solutions.
¨ The ability to handle stress and exercise self-control in client and schedule-driven situations.
¨ Possess pleasant, yet assertive telephone personality with good listening skills.
¨ Ability to work well under pressure.
¨ Excellent organizational skills, able to set priorities, and responsive to customer requests.
¨ Demonstrates business knowledge, perspective and ethical behavior.
¨ Highly self-motivated and enthusiastic.
¨ Team player with strong level of collaboration and coordination skills, able and willing to ensure teamwork, and support Core Values
Work Experience & Education
The Service Analyst should possess a high school diploma. Experience in a call center environment and moderate to advanced proficiency in all Microsoft Office programs.