Position Overview
We are seeking an organized, client-centric Account Team Lead to oversee our service delivery operations. Based out of our Farmingdale, NY office, this person will serve as the liaison between our North American client base and our dedicated dispatch center located in Beirut, Lebanon.
The successful candidate will be responsible for ensuring the seamless execution of service requests across various trades (e.g., plumbing, electrical, HVAC, etc.), managing team performance, and maintaining high levels of client satisfaction through proactive client communication and oversight of how service tickets are cleared.
Primary Responsibilities:
- Manage and mentor an overseas team of dispatchers, routing service tickets to specific dispatchers based on their experience and expertise.
- Monitor performance metrics to ensure all service tickets are handled with accuracy, urgency, and adherence to company protocols around documentation and profitability.
- Coach dispatchers on the technical aspects of service tickets (e.g., HVAC, plumbing, electrical, etc.) to ensure that the team accurately matches service providers to service ticket requirements.
- Act as the primary point of contact for clients across the United States and Canada. Facilitate regular communication via phone and digital channels to clarify project scopes, provide status updates, and strengthen client partnerships.
- Serve as the first point of contact for complex service escalations. Resolve issues pertaining to service quality, technician arrival times, or the sourcing of technicians for assignments in remote locations with limited accessibility to tradespeople.
- Establish and enforce standards for ticket response times, process adherence, profitability, and data integrity. Identify opportunities to enhance the efficiency of the service delivery chain.
Candidate Qualifications:
- Professional experience in a supervisory or team lead capacity, preferably within a global or remote environment.
- A foundational understanding of the trades (HVAC, plumbing, electrical, etc.) is preferred to facilitate dispatcher coaching.
- Exceptional verbal and written communication skills, with a demonstrated ability to navigate cross-cultural professional dynamics and manage client expectations.
- Strong problem-solving capabilities with the ability to maintain composure and professionalism while resolving high-priority escalations.
Job Type: Full-time
Pay: $60,000.00 - $75,000.00 per year
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Vision insurance
Work Location: Remote
