Advantage Program Lead

Advantage Program Lead

Reports To: Supervisor Advantage

Status: Full-time, Regular position

Location Address: 3400 N Central Expy, Suite 410, Richardson, TX, 75080

Work Type: Hybrid (Tues, Weds, Thurs in-office)

Pay: $55,640 - $69,560 Per Year

Join the team of experts and realize your true potential!

Why You Should Join the Service Experts Team?

Our team consists of the very best; we believe in doing what is right for our customers and our employees. We provide our employees with the training, support and an opportunity for unlimited professional growth. Join us and become an EXPERT!

Position Summary:

As a Advantage Program Lead you will also assist management, including hiring and training, and keeping management updated on team performance. You will communicate concerns and policies among management and team members. As the Lead, you will be the contact point for all team members, so your communication skills should be excellent. You should also be able to be proactive and ensure smooth team operations and effective collaboration. The Lead will be responsible for assisting in day-to-day operation of the Advantage team while ensuring work produced meets product/service standards and exceeds quality standards. The team lead will be directly responsible for meeting all SLA’s that relate to Advantage Back Office Contract Management.

Core Responsibilities

Create an inspiring team environment with an open communication culture

Manage day-to-day office operations to maximize efficiencies.

Generate reports and monitor progress and performance to ensure KPIs are being achieved

Manage work distribution across team members and ensure that workflows appropriate support team members to perform their work efficiently and effectively

Handles account issues independently but can work with team members and co-leads within various business groups to resolve problems by clarifying issues, researching, exploring answers/alternative solutions, implementing solutions, and escalating issues to management

Understand and maintains a solid understanding of the Advantage program and all the encompassing processes

Support projects and implementation of new products, processes, or systems

Coaching and motivating teammates to meet and exceed expectations goes a long way toward building the operation team leader’s reputation. As the focal point of a workforce, the operations team leader’s success ultimately depends on the productivity of the group.

The team lead must prioritize assignments and delegate tasks on a daily basis. Fulfilling these responsibilities effectively distinguishes veteran leaders from their novice counterparts.

Strong managerial acumen and familiarity with the principles of business administration are necessary components of the job. Examples include overseeing daily operations, pursuing organizational goals, and driving long-term business development

Ensuring the billing and back office team meet all daily, weekly, and monthly KPI’s

Scheduling and supervising staff members.

Working directly with all business partners/customers both internal and external

Quality control and approval of any and all back office and billing tasks

Coaching and collaborating daily with members of the team.

Communicating effectively with other departments including Accounting, Treasury, Centers, Dealers, and all other business partners on a regular bases and assisting in any data research needed

Handling and resolving a variety of operational concerns, complaints, and questions by business partners.

Ability to accept empowerment and to be prepared to make decisions regarding customer agreements.

Resolving problems by clarifying issues, researching, exploring answers/alternative solutions, implementing solutions, and escalating unresolved issues

Suggest and organize team building activities

Prepare and manage training as needed

Assists management with hiring processes and new team member training

Encourage creativity

Working with the Advantage Team Supervisor to ensure that all goals are met

Reliable attendance and on-time job performance

All other job duties as assigned

Qualifications:

Post- Secondary Education in Business, Operations, and Finance (degree is not required but preferred)

Minimum 3 years of experience in a business environment

Minimum 1 year experience working in a team lead capacity

Minimum 3 years’ experience working in a customer relationship management, billing, or contract management system and must be comfortable navigating multiple systems at one time

Must have intermediate to working knowledge and practice of Microsoft Excel, PowerPoint, Outlook, and Teams

Must have excellent written and verbal communication skills

Must have a passion to lead and help people achieve their goals

Must be attentive, capable of making critical and customer centric decisions, and have excellent attention to detail

Must be organized, able to follow through on tasks, and meet deadlines and targets

Preferred experience working with external vendors

Experience using Microsoft Dynamics (SaaS) or ServiceTitan is a plus.

Service Experts Heating & Air Conditioning is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

The job description is not intended to be a complete list of all responsibilities, duties or skills required for the job and is subject to review and change at any time, with or without notice, in accordance with the needs of Service Experts.

Service Experts is committed to making our workplace accessible to individuals with disabilities and will provide reasonable accommodations, upon request, for individuals to participate in the application and hiring process. To request an accommodation, please email