Reports to: Director of Operations Position Overview: To be a proactive partner with First Service Networks' customers. To ensure First Service Networks is consistently exceeding customer's site management expectations, and to make customers perceive First Service Networks' value offering to be exceptional.
Act as the liaison between customer headquarters and First Service Networks to ensure decisions regarding product offerings and technology enhancement do not adversely affect customer satisfaction.
Primary Responsibilities:
- Develop high level contacts at each customer account (Headquarters)
- Stay abreast of all customer issues and follow up with the customer as appropriate
- Assist with management of daily close at designated times
- Understand and influence customer expectations
- Work closely with the Account Executives and the Director of Operations to grow business with current customers
- Provide timely information (reports and invoices) and help customers anticipate problems
- Communicate status of customer sites
- Communicate with Independent Service Contractors to check on status of customer sites
- Take initial service request calls
- Escalate customer issues to Director of Operations when needed Job Qualifications:
- Experience: Five years in customer service, customer retention and business development
- Highly self motivated, persistent, and goal oriented professional
- Computer literacy relative to analytic, communication and research needs
- Must be skilled communicator-written and spoken
- Ability to work independently with minimal management oversight
- Reliable and mature individual, fully committed to devote the time, effort, persistence and creative energy to achieve success.
