Job description
Our client partner is adding a Management Specialist to their growing team in Binghamton, NY. In this position, the ideal candidate will handle all aspects of the job from scheduling to ordering equipment to invoicing, and act as the single point of contact for all property maintenance and equipment replacement.
The company offers a comprehensive benefits package. Benefits for employees include healthcare and dental insurance, life and long-term disability insurance, 401K, and different types of paid time off.
The Opportunity:
The Job Management Specialist role manages work orders from start to finish, including creating work orders, dispatching contractors, communication with brokers and logging interactions within contractual service levels. Ensures integrated jobs are moving through the process within the agreed upon Service Level Agreement, while maintaining all client facing and company expectations.
Responsibilities
May Include:
- Understand customer requirements for products and/or services provided by client (Fannie Mae) and assist in appropriate actions to satisfy those requirements, including but not limited to maintaining 90% SLA; follow up on work orders two – three times per week, or as needed; update client on progress, delays, or problems at the work site.
- Responsible for broker/REO specialist relationship management, working directly with brokers or REO specialists with jobs, follow up with them on scheduling of work, when work was completed, and/or status of open work orders.
- Database Integrity – must note and update each work order with every interaction made pertaining to the work order; included name of contact made, phone number or email address if applicable, the reason for the interaction and next steps.
- Identify problems and customer satisfactions issues, expected to resolve and escalate to management immediately.
- Respond to all incoming calls and email communications; expectation that messages from customers to be returned within one (1) business hour of receipt, if not returned immediately.
- Demonstrate dependability and reliability by being punctual, working assigned shifts and completing responsibilities in a timely manner.
- Interact politely and effectively with customers, fellow employees and business partners.
- Receive or give direction mainly to contractors that work with client so that they understand fully what the job entails and what they need to do in order to complete the job, any special requests that the client has made or requires in order to close out a job; and effectively works as part of a team.
- Identify improvement processes as necessary to maintain high quality, efficient, cost-saving processes across all tasks.
- Assist in development of services such as plumbing and electrical. The Job Management team has been helping develop these service offerings through regular communication with our contractor network, helping determine what additional services our current network is able to take on.
- Maintain and keep the confidentiality of all customer, client and company information in accordance with the confidentiality agreement signed at the commencement of employment.
- Will be required to perform other job duties as requested, directed, or assigned.
- Comply with all Company policies and procedures as well as Federal, State and local regulations
Qualifications
Nature and Scope:
- Takes direction from lead.
- Works within well-defined instructions.
Knowledge and Skills:
- Strong working knowledge of the industry and job management practices and procedures
- Demonstrated learning skills; ability to quickly learn the aspects of the Company and the role
- Knowledge of and proficiency with electronic and information systems
- Strong knowledge of MS Office – Excel, Word, PowerPoint, and Outlook - Email/scheduling, creating, and updating spreadsheets
- Background using Project Management software tools – preferred
- Excellent customer service background and relationship management skills and negotiation skills
- Problem solving, de-escalating and resolving conflicts within a work setting
- Attention to detail and accuracy, effective organizational and time management skills
- Ability to use discretion, good judgement & decision-making skills along with strong work ethics and integrity on the job
- Effective verbal and written communication skills
- Strong team player, results orientated, dedication to excellence and sense of urgency to achieve business objectives
- Ability to establish positive working relationships with internal and external customers and employees
Certifications/Training
- OSHA 10 or 30 training – preferred.
Experience:
- 1-2 years of successful customer service / marketing experience
Education:
- High School Diploma or GED equivalent required.
- Two-year Technical or Business Degree or equivalent combination of education plus experience desired.
Physical Requirements/ Working Environment:
- Must be able to perform essential responsibilities with or without reasonable accommodations.
- Work hours may occasionally extend beyond standard including days.
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