Description:
Truesource, llc is a leading provider of facility repair and maintenance services to national retailers and other customersOur company services customers which include fortune 100 businesses at over 30,000 locations throughout the united states and canadaOur expertise spans diverse trades including doors, locks, plumbing, electrical and handyman services, with 24-hour availability and rapid response timesOur company complements its service offerings with in-house design and manufacturing of a variety of security enclosures which are marketed to the same customer base.
The portal administrator is responsible for ensuring customer portals are properly setup and maintainedThey will act as an escalation point for all customer portal related issuesThe portal admin is responsible for daily reporting to compare our operating system and the customers’ workorder management system to ensure slas and kpis are met in a timely mannerThey will work directly with multiple departments to ensure the timely, accurate delivery of all customer invoices associated with a wide variety of facility maintenance services, ranging from priority emergency services to scheduled preventive maintenance.
Setup new truesource customers, including the upload of rates, in selected portal
Maintain and distribute customer portal updates and logins
Provide daily reporting in accordance with customer requirements
Facilitate changes to internal and external queries/reports per customer requests
Establish contacts and develop rapport and professional, working relationships with third party portal providers and internal users
Maintain data within each portal, create, and distribute associated daily and weekly reports (e.g., remove inactive customers)
Support system integration efforts (portal to salesforce) and related communication
Review and respond to assigned emails in a timely manner, ensuring accurate and timely status updates are provided
Ensure customer deadlines are met by following customer-specific guidelines and internal procedures
Manage and monitor quality in accordance with corporate standards; will generally include performing audits
Promote professionalism, positive corporate image, and enthusiasm when dealing with customers and third parties
Provide input for and actively work to achieve and maintain a healthy positive work environment (i.e., promptness, positive attitude, work volume, professional behavior)
Other duties as assigned
Key performance measurements
Customer satisfaction, issue resolution, quality assurance scores, data accuracy, and speed of service
Schedule adherence including attendance, on-time arrival / departure, timely breaks and lunches
Management observation regarding attitude, diligence, team contributions, and willingness / ability to learn new skills and information
Other metrics, as prescribed by management
Requirements:
High school or ged diploma required
3-5 years of experience in billing or customer service roles utilizing salesforce or similar workorder management applications preferred
Experience in the facility maintenance industry preferred
Billing, payables and/or accounting experience preferred
Strong problem-solving skills including a collaborative approach to solving issues
Advanced data analysis abilities
Experience with detailed documentation of process and workflow
Excellent written communication skills; attention to detail, data accuracy and speed
Service-oriented, results-driven, and committed to delivering exceptional customer satisfaction
Ability to navigate multiple technology systems
Adaptability to multi-task in a fast-paced, changing environment
Advanced knowledge of microsoft office products including excel, outlook, and word
Physical demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this jobReasonable accommodations may be made to enable individuals with disabilities to perform the essential functionsWhile performing the duties of this job, the employee is regularly required to sit; use hands to type, maneuver, handle, or feel; and talk or hearThe employee frequently is required to walk and reach with hands and armsThe employee is occasionally required to stand and stoop, kneel, crouch, or crawlThe employee must occasionally lift and/or move up to 10 poundsSpecific vision abilities required by this job include close vision and ability to adjust focus.
Work environment
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this jobReasonable accommodations may be made to enable individuals with disabilities to perform the essential functionsThe work is performed primarily in an open-office setting, with co-workers working side-by-side and a moderate level of activity being performed by co-workers across the officeThe noise level in the work environment is moderate.
Compensation and benefits
At truesource, llc we believe our people are what make us great and so we take great care of our people! truesource, llc has an industry leading compensation and benefits program to include:
Benefits start on your first day at truesource, llc!
401(k)
Medical, dental and vision coverage
Company paid life insurance and disability coverage
Paid vacation and holidays
Truesource, llc considers applicants for all positions without regard to race, color, religion, creed, gender, national origin, age, disability, genetic information, marital or veteran status, or any other legally protected status.
This job description is subject to change at any time.
