At SMS Assist, we’re not just in the business of fixing properties—we’re fixing an entire industry. Typically, facilities maintenance is tough work—both in the nature of the job (plumbing, HVAC, snow removal) and the lack of clarity throughout the experience. We decided a better way wasn’t only possible, but essential. Through our award-winning technology platform, built and powered by SMSers, we connect local contractors to our customers and help manage an experience that surpasses expectations. 

Recognized on Forbes’ Cloud 100 list, Deloitte’s Technology Fast 500, Chicago Crain’s Top Tech Employers, and more, SMS Assist manages more than 186,000 properties where people live and work. Our customers’ livelihoods are in our hands—think a restaurant manager whose only fryer goes down on a busy Friday night or a family in Florida without power after a hurricane. We work across the industries that make up your community, including retail, food service, banking, residential, and more, and we help them find the right provider in our network (we call them Affiliates) in more than 45 trades. 

We’re innovators, disruptors, and out-of-the-box thinkers. We set each other up for success in the office and for the perfect spike on the volleyball court during an intramural game. We’re community volunteers, karaoke partners, and lifelong friends. We’re passionate about the people we serve, and we give our all because we care. We want to make every property better, and we want your help to make it happen.

The Customer Service Coach mentors and teaches a department of call center representatives, while also serving as a customer’s main point of contact. This role motivates the team to provide an exceptional experience to every customer, serves as a subject matter expert, and leads by example. In conjunction with department leadership, the Customer Service Coach also identifies and implements process improvement and efficiencies for the department.

Responsibilities

• Identifies and responds to customer’s needs based on defined procedures with a goal of first call resolution

• Escalates calls to supervisor, escalations team, or other support areas when necessary and appropriate

• Resolves client concerns by clarifying concerns and researching alternative solutions

• Achieves individual goals (quality, first call resolution, adherence, customer satisfaction, etc.) and contributes to team goals as outlined by leadership

• Maintains the highest level of customer service delivery by coaching, developing, training and mentoring team members on all customer interactions

• Ensures calls, emails and chats are executed in a professional and courteous manner and adheres to SMS standards

• Demonstrates and maintains accurate documentation in customer service systems

• Assists team leadership in measuring productivity

• Provides feedback to teams and individuals on successful customer interactions, along with areas of improvement and development

• Analyzes data and presents trends to leadership

• Leads by example and fosters a positive work environment

• Ensures confidentiality of internal and external data

• Performs ad-hoc projects and other duties as assigned

   Professional Skills

• Intermediate Customer Service Skills

• Intermediate Verbal Communication Skills

• Intermediate Written Communication Skills

• Intermediate Teamwork Skills

• Intermediate Relationships Skills

• Intermediate Negotiation Skills

• Intermediate Prioritization Skills

Role Specific Skills

• Computer Skills: Proficient in Microsoft Word, Excel, PowerPoint, Outlook required

People Management Skills

• Proficient in coaching, mentoring and teaching a team on a day to day basis, within a broader organization structure

Qualifications

    Minimum Qualifications

• 3-5 years of experience in customer service, operations or training field

    Other Relevant Qualifications

• Associates Degree preferred

• Bachelor’s Degree preferred

• Customer service or operations leadership preferred

Please note, this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities, and schedule may change at any time with or without notice.

SMS Assist is an Equal Opportunity Employer (EOE) that welcomes and encourages all applicants to apply regardless of age, race, color, religion, sex, sexual orientation, gender identify and/or expression, national origin, disability, veteran status, marital or parental status, ancestry, citizenship status, pregnancy or other reasons prohibited by law.