After-Hours Client Service Supervisor

Job Description

Who We Are:

American Repair Maintenance (ARM) began over 30 years ago as a small two-person operation to service several premier video stores. Since that time, we have evolved into a data-driven, full-service repair and preventative maintenance partner across all trades, serving over 20,000 locations in the US of some of the finest retail brands. We are more than just a repair and maintenance company. We are a strategic partner for our clients as we continue to innovate and grow our organization. We work hard to put our customers' needs first, support our team members with a dynamic culture, provide great benefits, and create technology-enabled work processes that make their jobs easier. We know that our strong commitment to people is what sets us apart, along with our strong core values that guide our day-to-day operations. These core values ensure we are moving in the right direction. They are:

● Collaborate

● Do Whatever it Takes

● Reliable

● Authentic

● Do the Right Thing

● Innovate and be Open to Learn

● Choose to BE an Owner

Who You Are:

We are currently searching for an After-Hours Client Service Supervisor. Hours would be reporting to our Director of Client Services, to add to our Client Services team, to deliver the highest standard of maintaining and building relationships with our clients while delivering the highest standard of customer service. This is a perfect opportunity for a self-starter who strives to resolve issues, is detail-oriented, reliable, able to collaborate with their team, and enjoys being a part of a supportive, growing company.

In this role, you will be able to jump in and make an immediate impact. Specifically, you will:

• First and foremost, resonate with our mission, vision, and values as an organization and foster a culture of accountability within our workforce that reflects these values.

• Utilize your 3+ years of proven success in people leadership, preferably with success in a remote setting. With your bachelor’s degree in business, marketing, or a related field (or equivalent 5+ years relevant work experience) preferred

• Develop and execute a comprehensive after-hours management plan to achieve sales and service goals

• Proactively identify client needs and propose customized maintenance solutions

• Resolve client issues and concerns in a timely and professional manner

• Recruit, train, and manage a team of Mid-Shift and After-Hours Client Service Specialists

• Collaborate with the service and field team to foster better customer-facing service delivery, and maintain open and transparent communication as a business unit

• Research and onboard vendor partners based on required client scope, W2 technician deficits (skills or location), and region requirements, and maintain accurate records for contracts, contacts, and metrics

• Set clear performance goals and provide coaching and support for team members

• Foster a positive and collaborative work environment

• Develop and manage the utilization and efficiency metrics for the territory

• Monitor financial performance, analyze key performance indicators, and make data-driven decisions to optimize results

• Maintain accurate records of service delivery speed, client interactions, and track aging ticket resolution

• Prepare regular reports, forecasts, and analyses of territory performance for upper management

• Maintain after-hours responsibilities as a working supervisor, as required.

•

What You’ll Get:

Besides working with a great team in a stable and fast-growing company, you’ll receive a competitive hourly base pay rate between $23-$26/hr., along with,

● Competitive medical, dental, and vision insurance

● Optional Life and long-term disability insurance

● Optional Voluntary AD&D and short-term disability insurance

● 401(k) with a 6% match

● Paid time off

● 6 paid company holidays

● Mostly remote schedule

● Job Satisfaction

If you are a versatile, detail-oriented, great communicator who enjoys variety and autonomy in their workdays and wants to join a supportive, growing company where your experience will be valued, we’d love to talk with you!

Full-time

Fully remote