Operation Support Specialist
Company: Ace Hardware Home Services
Location: Denver
Posted on: October 3, 2024
Job Description:
Compensation Details:$23-$26Job Description:POSITION SUMMARY:
The Operations Support Specialist I (OSS I) is the primary person
who answers the phone to discuss our services, prices and
availability. Every effort to assist new customers in understanding
how we work is expected during each conversation. Once a complete
understanding has developed and estimated package/pricing is given,
each customer is to be scheduled with a brief description of the
type of work, the correct Craftsman, and an exact date and time
when work is to be performed. This information is passed along to
the Craftsman in the field the night prior. Every effort to assist
the Craftsman during this process is to be made from the
office.PRINCIPAL ACTIVITIES:
- Answering the phone in 3 rings with a smile.
- Enter lead in CRM, educating customer on AHS and following call
blueprint.
- Schedule job on appropriate craftsman based on skill set and
location. Inputting detailed notes on job description that is easy
and clear for CM.
- Making sure the schedule is packed and with efficiency for the
Craftsmen.
- Return calls, voicemails and emails in a timely manner and all
by end of day.
- Contact each lead, daily and updating the notes in PipeDrive
following the sales process. Each lead should be contacted everyday
at least 3 times.
- Call customers for job review on newly hired Craftsmen after
shadow is complete.
- Call warranty calls.
- Review schedule to make sure invoices and estimates are
complete and paid.
- Review calls and rate in Centermark Dashboard.
- General Admin tasks, supply updated, filing, office
maintenance.
- Working with Leadership Team.
- Maintain a closing ratio of minimum 60%.
- Send thank you notes weekly
- Complete understanding of the AHS Service Path.
- Handling customer complaints and escalating as necessary.
- Update OSS Summary Sheet everydayRequired Skills:
- 5+ years experience in customer service skills.
- Previous dispatching experience, preferred
- Ability to solve complex problems
- Excellent written and verbal communication and interpersonal
skills.
- Ability to handle stressful situations and work in a fast-paced
environment.
- Microsoft suite (Outlook, Word, Excel) experience.
- Minimum of 45 WPM and ten-key a plus.
- Multi-tasking, time management and prioritization skills a
must.
- Critical thinking skills.
- Assisting with additional projects and tasks as asked.Benefits:
In addition to providing our employees a great culture, AHHS also
offers competitive benefits* that address lifes necessities and
perks, many of which expand and improve year after year, including:
- 401(k) retirement savings plan with matching contributions
(once eligibility requirements have been met)
- Comprehensive health coverage (medical, dental, vision, company
paid short-term disability, and long-term disability) and life
insurance benefits for you and your dependents.
- Paid time off & paid holidays (depending on role and month of
hire)
- AHHS invests in every employee we hire, with a key focus on
development and coaching. We offer classes, facilitator-led
courses, and a generous tuition assistance program, plus a
performance management approach that goes beyond the typical annual
review.* Benefits are provided in compliance with applicable
policies.Why should you join our team?We live our values -
W.E.L.I.G.H.T (Winning, Excellence, Love, Integrity, Gratitude,
Humility, and Teamwork). Gratitude. Humility. Love. You dont often
see values like these in most corporate statements, but Ace is
different. These things are important to us. They represent our
commitment to the company, our employees, and to the Ace brand.In
addition to providing our employees a great culture, we offer
competitive benefits* that address lifes necessities and perks,
many of which expand and improve year after year, including:
- Incentive/Commission/Bonus opportunities (Based on role / grade
level)
- 401(k) retirement savings plan with matching company
contributions, eligible on your first day!
- Comprehensive health coverage (medical, dental, vision, company
paid short-term disability, and long-term disability) and life
insurance benefits for you and your dependents.
- Warehouse Merchandise Discount!
- Paid time off & paid holidays (depending on role and month of
hire)
- Career Growth & opportunities within several channels
(Plumbing, Heating, Cooling, Electrical, Customer Service and
others). Your career at Ace is more than just a job. Its a chance
to be part of something meaningful. We help locally-owned
businesses thrive and make an impact in their communities.
- Ace invests in every employee we hire, with a key focus on
development and coaching. We offer classes, facilitator-led
courses, plus a performance management approach that goes beyond
the typical annual review.
- Robust Employee Assistance Program, which will provide
professional assistance for personal, legal, financial, work,
childcare and elder care support.* Benefits are provided in
compliance with applicable policies.Want to be notified when new
jobs are posted? Follow the link below to create an account and set
up custom job alerts:About Ace Hardware Home ServicesAce Hardware
Home Services is the most trusted provider of home preservation
services backed by Ace Hardware and offering a wide range of
residential maintenance and home repair services including
plumbing, heating, cooling, electrical, handyman and painting.Ace
Hardware has been serving neighbors throughout America for nearly
100 years. Ace recognized the need for a trusted service provider
for home repairs and launched Ace Hardware Home Services (AHHS).
AHHS is now Bringing Helpful to Your Home and it is our mission to
deliver the same level of Helpful service, convenience & quality
that you have come to expect from Ace Hardware.Equal Opportunity
Employer
Ace Handyman Services is committed to a policy of promoting equal
employment opportunities. The company recognizes the importance of
diversity and leveraging the skills and talents of all people to
the mutual advantage of each individual and the organization. The
company is committed to the prevention of employment discrimination
related to race, religion, color, sex (including sexual
harassment), gender identity, national origin, age, marital status,
disability and military or veteran status, sexual orientation or
any other action covered by federal or applicable state/local
laws.DisclaimerThe pay range for this position starts as listed in
the job posting, but could be higher based on education and
experience. Please note, compensation decisions are dependent on
the facts and circumstances of each opening. We take into
consideration the minimum requirements outlined in the job
description, such as an individuals education, training and
experience, the positions work location, required travel (if any),
and external market conditions when determining the final salary
for potential new hires. Be aware that salary estimates published
via alternate online job boards may not be a true representation of
the actual pay range offered for this position. Please refer to the
Ace Handyman Services position description for the accurate
starting pay range information and feel free to discuss this with a
Talent Acquisition professional if you are chosen to move forward
with an interview. This written Position Description is not
intended to cover all aspects of the position listed. It is meant
to cover the basic/general essential job functions of a particular
position. Ace Handyman Services reserves the right to change job
duties, including essential job functions, according to business
necessity.Required
Keywords: Ace Hardware Home Services, Littleton , Operation Support Specialist, Other , Denver, Colorado
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