Support Center Associate

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Job description

Support Center Associates (SCA) are part of the Field Support Center (FSC) Team. The FSC Team provides administrative support to the local Field Offices and creates solid working relationships with its clients, who are primarily internal employees, but also external clients and skilled trade workers.

SCAs are a centralized team of resources that contribute to the company's objectives by helping to maximize profitability by executing certain administrative tasks on behalf of the field offices, to allow the field office employees to focus on key priorities such as selling, filling orders, and safety. These tasks may include handling incoming calls, portions of the payroll and invoicing process, client profile management, general customer service, and other initiatives. SCAs are responsible for elevating Tradesmen International's brand through their interactions with employees and clients. SCAs are expected to leverage available resources to complete assigned responsibilities in required volumes and turn-around times.

SCAs are responsible for following all established processes/procedures, delivering exceptional employee and client experiences, and providing a positive and customer service based approach when working with Tradesmen's Field Offices.

• Employee Support - Develop relationships by assisting employees with questions, profile updates, and issue resolution or directing them to the appropriate resource, while creating a world-class employee experience.
• Client Support - Ensure positive client experience through high quality service and communication. Ensure accurate and complete record keeping of the client profile including necessary documentation, paperwork, and certifications.
• Field Office Support - Create a positive client experience for our offices, ensure consistent communication and follow-up through updates, reporting, and check-ins as needed.
• Problem Solve - Leverage available data and reporting to ensure effort and outcomes are closely aligned, evaluate progress and use appropriate urgency to escalate challenges or barriers, research and present solutions.
• Innovation - Evaluate processes and procedures in order to increase efficiency and automate tasks where possible.
• Other duties as assigned

Objectives and Key Performance Indicators:

Quality of work - successfully completing all assigned tasks timely

· Work queue reporting and audits

Quality of process - adherence to departmental processes and procedures

· Tool usage and results audit

Quality of partnership - ensure client satisfaction and strategic support

• Call satisfaction survey
• Field office satisfaction survey

Requirements:

• Prior administrative assistant/receptionist and/or call center experience preferred.
• Strong communication skills, written and verbal
• Process ownership
• Detail orientation
• Ability to multi-task
• Organization and prioritization skills
• Thrives in fast-paced, high-volume, and variable work environment
• Excels and is passionate about creating exceptional client and employee experiences
• Results oriented
• Persistent, able to push through challenges and adversity
• Capable of learning new processes and systems quickly
• Adaptable and open to a dynamic and evolving work environment
• Good computer skills with experience in standard office programs
• Exceptional work-ethic, personal drive, and self-motivated in order to work with limited in person supervision
• Regular and predictable attendance

Candidate(s) must show proof of COVID-19 vaccination at time of hire, or request a medical or religious accommodation.