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Job Management Specialist

Company: Goodman Manufacturing
Location: Binghamton
Posted on: June 9, 2021

Job Description:

Overview

Job Management Specialist

About Motili

Motili's technology platform allows property managers, owners and investors to easily manage repair and replacement jobs. Motili handles all aspects of the job from scheduling to ordering equipment to invoicing, making Motili the single point of contact for all property maintenance and equipment replacement. Visit https://www.motili.com to learn more.

The Opportunity

The Job Management Specialist oversees client work orders (or the job) from start to finish, while maintaining the Service Level Agreement (SLA) and other client facing expectations. High level duties include creating work orders in the Motili platform, dispatching contractors, communicating with contractor's office personnel, technicians, and owners, as well as client facing property managers and agents.

Duties and Responsibilities: (Overall essential job functions)

The activities which the person will be directly held accountable for are broken into the following principal areas and include:

INITIAL CUSTOMER CONTACT

  • Responsible for ongoing customer facing.
  • Answers all incoming calls and email communications, to include expectation that messages from customers will be returned within one (1) business hour of receipt, if not returned immediately.
  • Interacts politely and effectively with customers, fellow employees, and business partners.
  • Understand customer requirements for products and/or services provided by Motili and assist in appropriate actions to satisfy those requirements.
  • Effectively communicate with all involved parties regarding assigned work orders, including but not limited to the client, property manager/owner, contractor, and job management colleagues. Able to provide solid details on job timeline and communicate updates to associated parties.
  • Serves as initial escalation point to resolve problems as they arise through coaching job management representatives and/or working with the client to resolve.
  • Identifies problems and customer satisfactions issues, expected to be resolved. These issues must be escalated to appropriate Motili management immediately.
  • Positively respond to ad hoc client requests on a timely basis.

Responsibilities

GETTING SPECIFIC

  • Responsible for all jobs that fall within an assigned region (may include state(s), regions, time zones, etc.).
  • Maintain up-to-date awareness of customer SLA's.
  • Responsible for identifying a work order request for all properties, followed by generating an associated scope of work order in the platform. This includes creating the property. In addition, the work order is to be generated, and dispatched accordingly within 1 hour of the initial request
  • Effective and timely communications back to the client regarding work order status take place is a must.
  • Updates clients on progress, delays, or problems at the work site.
  • Maintains a flexible work schedule to accommodate account/client needs.

FOLLOWING UP

  • Follow-up on work orders two to three times per week, or as necessary.
  • Database Integrity must be maintained. Update each work order, with detailed notes, each time a interaction occurs. This includes name of contact, phone number or email address if applicable, the reason for the interaction and next steps.
  • Upon job completion, confirms all requirements have been met (photos, permits, final inspections, etc.), then communicates to client as needed.
  • Maintains confidentiality of all customers and contractors as well as Company information in accordance with the confidentiality agreement signed at the commencement of employment with Motili.

GENERAL

  • Complies with all Company policies and procedures as well as Federal, State, and local regulations
  • Demonstrates dependability and reliability by being punctual, working assigned shifts and completing responsibilities in a timely manner.
  • Talks with, listens to and signals others to effectively exchange information; receives or gives direction; and effectively works as part of a team.
  • Maintains accurate process documents in keeping with position requirements.
  • Adheres to Motili Inc. culture related to respect for the individual, service to our customers and striving for excellence.
  • Responsible for keeping Operations Managers informed of issues on a timely basis they need to be aware of.
  • Keep up with industry terminology and products.
  • Assist department manager in creating, preparation, implementation, and overall management of any Standard Operating Procedures (SOPs) applicable to the group.
  • Maintains clean, professional, and safe work environment; creating an environment that welcomes employees and colleagues.
  • Identify opportunities for continuous improvement to maintain high quality, efficient, cost-saving processes across all tasks.
  • Assist in development of services.
  • Assist in training as needed; support teammates with other functional areas as needed or asked.
  • Available to cover co-workers while they are out sick, on vacation or on leave
  • Interacts politely and effectively with customers, fellow employees, and business partners.
  • Exercises discretion and independent judgment while performing work duties relative to account operations.
  • Performs other duties as assigned.

Qualifications

Education

  • High School Diploma - required.
  • Two-year Technical or Business Degree or equivalent combination of education plus experience - preferred.

Experience

  • 2-3 years' office work setting - required.
  • 1-2 years' customer facing/telephone experience - preferred.
  • Experience with Freshdesk, Customer Support Software is a plus.
  • Experience in project management - preferred.

Soft Skills

  • Ability and willingness to adapt to changes in work setting - required.
  • Demonstrated teaming skills - required.

Technical Knowledge

  • Knowledge of and proficiency with electronic and information systems.

Certifications/Training

  • OSHA 10 or 30 training - preferred.

Computer Skills

  • Strong keyboarding skills, knowledge of computer software (preferably with Windows based - MS Office - Excel, Word, PowerPoint, and Outlook - required.
  • Background using project management software tool - preferred. Experience with Asana - a plus.
  • MS Outlook - Ability to use Email/scheduling, creating, and updating spreadsheets - required.

Knowledge/Skills Required:

While the list of available knowledge and skills can be so numerous as to be unmanageable, the competencies that follow are universally applicable to all jobs and already in use within Goodman/Daikin. The best applicants will be able to demonstrate past successes using examples from the following list. Existing employees, in mastering the twelve competencies below, will excel in their job as they also help drive excellence in the organization.

Motili employees, in seeking development opportunities, are urged to consider the following list in selection of those activities.

  • Action-Oriented - Ability to take on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm.
  • Business Insight - Applying knowledge of business and the marketplace to advance the organization's goals.
  • Builds Effective Teams - Uses workforce planning knowledge, engagement, and succession management to help build strong-identity teams that apply their diverse skills and perspectives to achieve common goals.
  • Collaborates - Building partnerships and working collaboratively with others to meet shared objectives.
  • Cultivates Innovation - Creates new and better ways for the organization to be successful.
  • Decision Quality - Makes good and timely decisions that keep the organization moving forward.
  • Manages Complexity - Making sense of complex, high quantity, and sometimes contradictory information to

effectively resolve problems.

  • Manages Conflict - Handles conflict situations effectively, with a minimum of noise.
  • Organizational Acumen - Applying knowledge of the organization to improve talent and business outcomes.
  • Organizational Savvy - Maneuvering comfortably through complex policy, process, and people-related

organizational dynamics.

  • Persuades/Drives Vision & Purpose - Using compelling arguments to gain the support and commitment of

others. Paints a compelling picture of the vision and strategy that motivates others to action.

  • Self-Development - Actively seeks new ways to grow and be challenged using both formal and informal

development channels.

Physical Requirements and Working Conditions:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

GENERAL (This sub-section generally identical for all job descriptions regardless of position)

  • Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
  • Employees must be able to work in the office or remotely as the need arises.
  • This position requires frequent repetitive motion and use of hands or fingers.
  • Close and distance vision is required.
  • Remaining relatively stationary in either a sitting or standing position for extended periods of time is expected.
  • Extended time on personal computer and/or telephone is expected.
  • Employees visiting customer sites would be subject to walking, climbing, dust, and other conditions in which HVAC and other facilities may not be in full operation. In such conditions, use of Personal Protective Equipment (i.e. safety glasses, etc.) whether suggested by the customer or not is required.

Other Notes:

  • Incumbents are expected to memorialize details related to essential job functions so that in the event of their absence (ill, vacation, etc.) tasks may be accessed and completed on a timely basis by others.
  • Any new task assigned - temporary or otherwise, does not necessarily result in a rate change or different title
  • General safety training TBD is an expectation of all positions.
  • Those visiting customer sites may have additional safety requirements imposed by the customer.
  • Daikin, Goodman, Motili, aka (The Company) is an at-will employer. Having a job description does not constitute a contract of employment.
  • The Company reserves the right to change job descriptions without advance notice.

The Company provides equal employment opportunity to all employees and applicants regardless of a person's race, color, religion (including religious dress or grooming practices), creed, national origin (including language use restrictions), citizenship, uniform service member or veteran status, ancestry, disability, physical or mental disability (including HIV/AIDS), medical condition (including cancer and genetic characteristics), genetic information, request for protected leave, marital status, sex, pregnancy, age (over 40), sexual orientation, gender, gender identity or expression, political affiliation, or any other characteristic protected by law. The Company will comply with all federal and state regulations and statutes pertaining to individuals with disabilities.

Postal Code

13904

Keywords: Goodman Manufacturing, Binghamton , Job Management Specialist, Other , Binghamton, New York

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