Service Assessment Agent
Core
Diagnose and set qualified service appointments, resolve installation/service process issues, and assess service to improve capacity and first-time-through metrics for the residential and light commercial building sector.
Role type
Service Operations Analyst / Process Improvement Specialist
Builds
Service appointment scheduling, process improvement initiatives, and educational materials for field teams
Domain
Home improvement / Residential construction / Service operations
Deliverable
dashboards & analysis
Required skills
Data analysis, process development, training, conflict resolution, product knowledge, installation procedures, technology utilization
Preferred skills
Field sales, technical writing, publication, retail technology platforms (rForce, Mitel)
Technologies
rForce, Mitel
Responsibilities
Diagnose and set qualified service appointments to achieve set metrics; Work directly with customers to resolve installation/service process issues; Use service assessment methodology to validate complex services; Provide feedback to improve processes; Develop educational/instructional materials; Collaborate with Field Ops to evaluate retail operation performance
Seniority
Mid-level, hands-on IC
