Customer Success Team Lead

Roto-Rooter Services Company has an excellent opportunity available in the National Sales Department for a Commercial Escalation Team Lead.  The on-site shift hours would be 9:30AM to 6:00PM Monday through Friday with an additional monthly remote on-call weekend shift. This position is located at the Home Office of Roto-Rooter in Downtown Cincinnati and includes paid garage parking. The hourly pay range for this position is between $24.00-$26.00, depending on experience.  You will also be eligible for company performance based bonus if applicable. 

As the Commercial Escalation Team Lead, your role will include:

• →Liaison with assigned customers Computerized Maintenance Management System (CMMS) platforms for day-to-day operations and issue resolution
• →Maintain customer relationship (internal and external) through regular contact via phone, email and face-to-face meetings (requiring occasional travel)
• →Maintain all work orders with current status and ensure timely follow-up and completion
• →Assist service technicians/branches/call centers with CMMS processes
• →Coordinate quote submission, approval and completion of the work order
• →Communicate with all parties to ensure complete customer satisfaction on all problems / issues / opportunities
• →Provide reporting as required to National Sales department
• →“On-call” rotation schedule (1 weeknight and every 5th weekend)

To succeed in this position:

• Must have excellent computer software skills
• Excellent verbal/written communication skills- primarily phone communication
• Strong organizational, time management and analytical skills with attention to detail and deadlines
• Strong dedication to providing a positive customer experience
• Salesforce experience preferred
• Computerized Maintenance Management System (CMMS) experience preferred

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, religion, color, sex, gender, age, national origin, veteran status, military status, disability, gender identity, sexual orientation, genetic information, or any other characteristic protected by law.