After Hour Support Service Lead / Dispatcher / Call Center

~PLEASE NOTE~ This is an Evening/Weekend Shift Sat & Sun 8-5 ~ Mon, Wed & Fri 3PM-11PM

Sheer Enterprises is a Certified Building Contractor (CBC1257467) specializing in Facilities Maintenance, Remodels, and Roll-outs specifically within the restaurant and retail industry. Our work is conducted using our own In-House Crews. We have multiple offices throughout the U.S. strategically located to better serve the majority of the nation.

West Palm Beach, FL – Brick, NJ – Garland, TX – Akron, OH – Wichita, KS

Over the past 30 years, Sheer has evolved our abilities to support the needs of our customers. We are projected to grow 50% this year and we intend on opening other offices as needed to provide the most exceptional service and coverage. We are consistently involved with nationwide roll-out initiatives and remodels, and continue to develop and grow our nationwide coverage. Our goal moving forward is to continue to adapt and evolve strategically according to customer needs.

We are excited to announce that we are hiring for a:

In our: Brick, NJ Location

This candidate should have knowledge of: Dispatch /Call Center

Be experienced in: Facility Maintenance or related field

After Hours Service Lead

Job Overview:

The After-Hours Service Lead is responsible for managing work orders that are scheduled for after normal business hours and dispatching any new work orders that come in after hours that need immediate attention. This role involves vendor management, negotiating with vendors, project management and communication through third party portals of customers. Will report directly to the Account Managers as this position requires running orders for all clients. Fast paced position with a need for excellent verbal, written communication and time management skills. Knowledge of trades including plumbing, electrical, and carpentry is a plus.

Directly Reports To: Sr. Account Manager

Job Responsibilities:

· Accept/Create and Run all emergencies from beginning to end of shift.

· Accept and Create all work orders that come in after 4:30pm (CST).

• Assign and dispatch sub-contractors for emergency and/or high priority work orders based on their ability to meet scope, pricing, timelines and customer’s KPIs.
• Submit and receive for all uplift/NTE increases in order to complete work while onsite (first time visit) or additional funds needed.
• Analyze export of work orders that are scheduled for after hours and prioritize list based on work order priority, schedule dates and account manager feedback.
• Ensure that any work orders scheduled for your shift are properly followed up on, updated and addressed.
• Consistent and frequent communication with sub-contractors to ensure timelines are met.
• Communicate with sub-contractors regarding any issues or concerns on the job site. This includes changes in scopes, additional work needed, and pricing.
• Track and receive info from sub-contractors regarding pricing and scopes. Verify scopes are correct and photos have been submitted.
• Keep clients updated via website portals and reach out to clients if any emergency funding needs to be added to tickets.
• Log in any work order updates that come in after hours – this will include but is not limited to proposal approvals, updates from our clients and updates from technicians.
• Receive all phone calls through roll over system and make sure questions and requests that come in via phone are handled appropriately.
• Entering notes into the service portal as well as the client portals. Ensure notes are up to date and accurate.
• Meet timelines and expectations set by the client.
• Update work orders with enough information so that the Service Leads can resume managing work order during normal business hours with ease.
• Report any issues at the end of the night via email to the work order manager and account manger for any orders that will need immediate attention when regular business hours resume.
• Any additional tasks set by the Account Manager which will include but is not limited to assisting with work order backlog, reaching out to vendors for paperwork or assigning contractors for work orders with lower priorities, quotes needed and any other follow up status’.

Required Meetings:

· Weekly KPI Meeting with Account Managers

Candidate Qualifications:

• 3-5 years of service dispatching experience with sub-contractors within the facility maintenance industry
• 4 year college degree is preferred
• Prior working knowledge of Service Channel, OfficeTrax, Corrigo, Ecotrax as well as other customer portal systems is required
• Knowledge and exposure to restaurant construction is highly desirable.
• Must be legally able to work in US without sponsorship required at time of hire
• Excellent technical skills, including using computers, the internet and file sharing required.
• Strong personal management skills, dedication and organization required.