National Accounts Customer Service Specialist

The National Accounts Customer Service Specialist is responsible for facilitating the resolution of our large National Account gas station requests for service. This is achieved through the deployment of JF service technicians or subcontractor service technicians to these gas stations within expected response times. The Specialist works in close collaboration with the JF branch Service Manager or subcontractor management/dispatch to safely deliver high quality service in accordance with the client's expectations. The Specialist acts as a primary interface with subcontractors, JF Supply Chain, the JF Customer Care Center, JF Service Billing and JF Accounts Payable in carrying out the mission of providing high uptime to client's gas stations.

Job Responsibilities:

• Learn and stay current with the National Account Gas Station's standard operating procedures.
• Develop strong & productive working relationships with subcontractors, management, and dispatchers.
• Create work orders to support in rapid first visit site restoration or timely revisit resolution.
• Document subcontractor check-in, check- out, and completion of work orders to assist in closure.
• Work closely with dispatchers and/or service managers at the JF branch or subcontractor that has been assigned the service work order.
• Assess any potential delays caused by branch workload and/or technician availability.
• Evaluate work order reassignments to secondary contractors if needed to achieve SLA commitments.
• Communicate SLA deviations to customer and site when required.
• Coordinate with JF Supply Chain to expedite technician parts and redeploy techs quickly; assist in finding parts when needed.
• Accept and respond to customer concerns related to work order completion and quality of workmanship. Assure customer recall service requests are assigned to subcontractors or JF technicians for work order completion.