Customer Support - Dispatching/Follow Ups (Title: ACT Support Associate)

NEST is the pioneer of the Integrated Facilities Management (IFM) industry. Since 1994, we've embarked on a journey with our clients to bring true cost savings with industry-leading technology and operational excellence-all while maintaining your brand image. Finding an IFM partner that understands your business is key to the success of any multi-site organization and NEST has the experience to prove it.

This role is located in our Sewell, NJ office.

• ACT position 1 - Tuesday to Saturday 12PM - 9PM
• ACT position 2 - Tuesday to Saturday 1PM - 10PM
• ACT position 3 - Sunday to Thursday 10AM - 7PM

Role Overview

All ACT Support Associates will interact in a professional manner by proactively establishing and maintaining effective working team relationships with internal and external customers. This includes NEST team members, NEST of Florida Team Members, 20 Digits Technology Team Members, Independent Service Providers (ISPs), and Clients. The primary interaction points with customers will be phone calls, emails, text and instant messages. Successful Associates must be organized, detail-oriented and must be able to work in a team environment. All positions require strong phone, email, customer service, intermediate computer skills, ability to make quick, decisive decisions and to think outside the box.

All Associates are required to meet expectations for attendance and punctuality, deal honestly and fairly with co-workers, management, and the general public, promote a positive work environment, and to operate efficiently within their roles. Each Associate is expected to work to meet or exceed all departmental goals and deadlines and to maintain professional internal and external relationships that meet company core values, while delivering exceptional customer satisfaction overall.

Role Specifics

More specifically, your key job tasks will be to:

• Receives correspondence email/phone calls from Clients, Providers or Team Members regarding workorder status and resolves basic inquiries.
  • Demonstrates general familiarity and understanding of Clients as it relates to playbook procedures and external systems (ie: Service Channel, Facility Source, Verisae, Office Trax, etc.) and may require management support for updates.
  • Maintains client satisfaction by responding to emails, service complaints, recalls and/or phone calls in a timely fashion and with detailed, specific answers whenever possible.
  • Ensures NEST is meeting all External SLA (Service Level Agreements) for each client by working on the highest priority work as defined by departmental SOP's (Standard of Procedure) and/or your manager.
• Gathers paperwork, signed work orders and invoices from Providers for billing as needed.
• Performs follow-up on services provided by NEST by calling, messaging, or emailing client locations and/or ISPs.
• Performs confirmations on services provided by NEST by calling, messaging, or emailing client locations and/or ISPs.
• Dispatches ISPs to perform services and updates clients and locations accordingly.
• Schedules services with ISP's and locations with provided schedule dates.
• Maintains/updates notes in System Z (workorder management system), to monitor the health of WOs (Work Orders) and keeps all parties informed.
• Has a basic understanding of System Z terminology including Request/Recurring, Work Order Schedule Types, and Work Order, Crew, and Dispatch Statuses
• Ability to locate and understand the appropriate grid in the System Z WO List for each assigned task, and can sort, filter, and customize the data within that grid.
• Ability to multitask by notating call information in System Z, by switching between screens/documents as needed when speaking with a Clients, Stores, ISPs, or Employees
• Ability to locate and understand different tabs in the System Z main menu including New WO, WO List, Location, and ISP tabs.
• Ensures all necessary details for a Work Order or Quote have been collected to support the appropriate evaluation and pricing to support dispatching process and/or NTE (Not to Exceed) increases.
• Executes proactive and reactive ISP new hiring process by onboarding new Service Providers to work with NEST in certain coverage areas throughout the US.
  • Identifies ISP's requiring coaching, handles basic situations, and raises escalate situations to management.
• Consistently meets key departmental Key Performance Indicators (KPI's) and quality standards as defined by management.
• Demonstrates high level of phone skills including professionalism, courteousness, and proper tone when speaking with customers.
• Demonstrates high level of email/writing skills including professionalism, spelling and grammar, and tone usage.
• Provides backup to other sub departments as needed.

Education and/or Experience

High school diploma or GED. 1-2 years of Customer Service or equivalent Facility Management experience.

Compensation & Benefits

Pay - Starting at $18/hr

PTO Time -Vacation 40 hours + Personal 32 hours annually (first year)

Paid Holidays - 6 paid company Holidays

Paid Sick Time - 40 hours annually

Medical: you have a choice of 3 Plans (Gold, Silver and Bronze), NEST shares the cost of your plan for all tiers of coverage (i.e.: single and dependent coverages)

Dental: this is voluntary; employee pays full cost

Vision: this is voluntary; employee pays full cost

Employer Paid Life Insurance: $15k for Full-time employees.

Supplemental Insurance: Life and ADD, STD, LTD, Accident, Hospital and Critical care - employee paid.

MetLife Legal: Provides you, your spouse/domestic partner and dependents with access to a network of experienced attorneys. Employee paid.

Pet Insurance: Cost varies depending on age, breed, and size of dog. Employee paid.

Identity & Fraud Protection: Identity & Fraud Protection, credit monitoring, dark web monitoring, public records monitoring, and other protections. Employee paid.

Employee Assistance Program (EAP) - Employer Paid Benefit

401k Plan: NEST matches dollar for dollar up to 3% of contribution rates. And 50% for the next 2% of contribution rate.

Annual Bonus: NEST provides annual incentive/bonus opportunities based on position and goals based upon company profitability. Part-time employees are eligible for a partial bonus. The objective of this is to get all employees involved in the business and drive toward our gross profit goals.

Company sponsored employee engagement and Philanthropic events throughout the year (in-person and virtual)

Our Values Reflect Who We Are:

• Lead Innovations that bring true cost saving strategies with industry-leading technology and operational excellence all while maintaining our client's brand image. Understanding our client's brand is the essential key to a successful partnership.
• Helping improves our clients, communities, and employees achieve their goals, grow their brand, and improve the lives of people with global partnerships by delivering the best products and services.
• Together we grow and strengthen our partnerships with our clients, independent service providers, and employees, built on trust, excellence in customer service, giving respect and celebrating achievements.

NEST is committed to provide equal opportunity (EEO) and equal pay to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status or any other characteristics protected by federal, state or local law. NEST will provide reasonable accommodation for qualified individuals with disabilities as needed.

Before candidates officially begin their journey with NEST, we do require a pre-employment skills assessment, a background check and drug screening prior to the start of employment. We are excited to explore the possibility of you joining our organization.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.