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Service Operations Support Team Lead

2 weeks ago

Manila, National Capital Region, Philippines Tbwa ChiatDay Inc Full time
Job Requirements
To be successful in this role, you must possess a strong understanding of customer service principles and experience working in dynamic environments. A BS/BA degree is preferred, but not required. You should have minimum 2 years experience in customer, tech, or sales support roles and be proficient in enterprise software skills (G Suite, Salesforce, Zendesk). Strong problem-solving, analytical thinking, and communication skills are essential for this position. Ability to work independently and as part of a team, along with adaptability to changing circumstances, is crucial. Knowledge of construction or solar industries is preferred, and Spanish proficiency is a plus.

Responsibilities
Manage customer and operational logistics for ongoing services and support needs, ensuring seamless experiences for customers and collaboration with internal teams and external partners. Triage and troubleshoot service requests, schedule appointments with customers, determine scope of work for Build Partners or internal Field Service Technicians, build final quotes and approve invoices from service partners. Manage all queues within company CRM platforms, identify Build Partners best suited for work scope, maintain proactive communication with residential clients regarding project status. Collaborate with regional managers and sales teams to resolve conflicts and inefficiencies before they arise. Conduct periodic business reviews with Build partners and vendors, and take on new tasks to help Services division achieve goals.

Working at Palmetto
We offer a competitive compensation package, excellent benefits, and opportunities for professional growth. Our promote-from-within culture fosters talent development and provides a supportive work environment. Enjoy unlimited vacation/PTO, medical, dental, and vision coverage, parental leave, and retirement plans. Take advantage of our cutting-edge technology and collaborative workspaces to achieve your career goals.