AC
Job Description
- Use the FSFS work order management system to create work orders that accurately reflect the client s requested services. Prioritize the response time of the work order based on the urgency of the request and standard client SLAs.
- Use the FSFS work order management system to identify vendors whose skills align with the client s needs, then dispatch the vendor(s) needed to fulfill the request. Create and submit a vendor work request/purchase order to the vendor that specifies the scope of work and related terms and conditions. Schedule and follow-up with the vendor(s) to ensure on-time arrival. Work with the vendor to ensure that he/she follows the proper client and FSFS protocols and meets the terms and conditions of the work request.
- Proactively monitor all emergency and non-emergency calls for clients.
- Provide timely and comprehensive written and oral updates throughout the job and through job completion
- . Ensure vendors calmly with work order and billing requirements. Answer inquiries and follow up quickly to resolve issues in a timely manner
- . Follow up with clients to ensure customer satisfaction.
- Proactively identify, research, and resolve client issues using FSFS s work order management system.
- Develop a rapport with the clients and vendors and maintain a positive relationship with open communication.
- Maintain entries in FSFS s work order management system to ensure consistency and accuracy. The system will be kept current with timey and correct information detailing the service(s) performed, conversations, status changes, etc.
- Proactively identify potential issues or service misses. Work to resolve (or escalate) disputes in a timely fashion.
- Proactively seek to obtain and maintain documentation and supporting information required to properly invoice the client - such as sign offs, pictures, approved quotes, IVR compliance, etc. - anything that may be required by the client to support invoicing
- . Work collaboratively across teams to ensure work orders are processed efficiently and correctly.
- Work with billing to ensure that services are billed in a timely manner.
- Other duties as assigned by supervisor, client team manager, director, etc.