JOB ID-54438109JOB DUTIES/RESPONSIBILITIES:Leads and works with the team of support associates who: answer incoming telephone calls from customers, technicians and business partners, make outbound calls, and work the database of customer and service records for aging orders and textual inquiries; intervenes where necessary to ensure customer satisfaction and profitabilityResponds to priority customer escalations that come from the Better Business Bureau, Attorney General, Home Services Quality Assurance, Blue Ribbon or other internal or external customer advocates; and makes resolution decisions that balance customer satisfaction with financial responsibility, including the issuance of refunds, gift cards or other concessions.Serves as service unit liaison for the National Support Center, National Accounting Center, National Claims Center regarding the collection of audit detail, the integrity of data and the processing of claims for service work performed on behalf of original equipment manufacturers, third party administrators and retail partners.Sets and publishes the schedule for support associates, utilizing the scheduling and timekeeping system (Red Prairie); reports to the Territory Operations Manager any discrepancies in timekeeping compliance or other attendance behavior.Maintains individual Member Advocate and team performance tracking, conducts side by side observations and coaching sessions with direct reports, ensures completion of ongoing associate training and development, administers performance reviews.Provides direct feedback to Territory and District leadership regarding process defects, technician performance concerns, and operational issues that impact the Member Experience and profitability.Takes ownership of key field controllable expense categories including field authorized merchandise replacements, member concessions, part recovery opportunities, and territory office payroll.Collects, reviews and responds to voice of customer data obtained from Member post service surveys, Advocate feedback, field escalations and other internal and external sources. Works with Territory and Region Operations on continual improvement plans.Performs supervisory functions, including but not limited to, making employment decisions regarding hiring, promoting, demoting and terminating, conducting performance appraisals and coaching and developing associates.JOB REQUIREMENTS:High school diploma or equivalent2-5 years of related experienceValid Driver License for the State of employmentUp to 25% travelEqual Opportunity Employer / Disability / Vet.For more details go to URL.