Brand Service Specialist

Job Summary

The Brand Service Specialist is responsible for coordination and communication of all service requirements contracted by the customer between our DAR PRO service plants and our additional service providers to provide first class, personalized Customer Service for our large brand customers.

Essential Duties/Responsibilities

Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time.

• Provide service support to the Customer Engagement Center customers:
  • Conduct all communications regarding services for the customer's stores or restaurants.
  • Research and resolve all service requests.
  • Maintain and communicate all service-related work orders.
  • Provide necessary troubleshooting advice.
  • Prepare status reports for each client.
  • Analyze service weight/volume data.
  • Participate in the Customer Service inbound call queues
    • Utilize our telephony software to ensure consistency while providing KPI's for analysis by leadership team
  • Handle call escalations
• Coordinate service and support needs with the DAR PRO facilities as well as its third-party service providers:
  • Track, monitor and communicate service expectations to ensure timely services are being performed as contracted.
  • Track equipment installations.
  • Work with municipalities and inspectors throughout the US regarding required ordinances for grease trap services.
• Utilize our CRM tools to ensure end-to-end visibility.
• Participate in After Hours Customer Support - (Additional Pay).
• Work closely with Engagement Center accountants to ensure proper billing to client as well as proper payments to third party service providers.
• Participate daily in the DAR PRO customer service rotation.
• Handle special projects as they are assigned.
• All other duties as assigned by management.

Minimum Qualifications

• High school diploma or GED equivalent required.
• 1 year of customer service experience with a service-oriented company required.

Preferred Qualifications

• Bachelor's or Associate's degree preferred
• 2 or more years of Customer Service Management or Project Management experience with a service-oriented company preferred.
• Advanced/proficient computer skills must include, but not limited to, Microsoft Outlook, Excel, Word.
• Excellent verbal and written communication skills required to quickly resolve issues.
• Ability to multi-task in a dynamic business environment.
• Self-motivated, dependable individual with excellent written and verbal communication skills.
• Problem solving ability required to deliver solutions to the customer.
• Balance and complete multiple tasks independently.