Command Center Service Analyst (27090)

Overview

Fulcrum Consulting, an LRS company is seeking a Command Center Service Analyst with our client in Minneapolis, MN.

Join our client’s newly formed Fetch Command Center and be part of a dynamic, fast-paced team of agents who provide crucial technical support to the growth of our retail network. As a key member of the team, you'll leverage your training, technical acumen, critical thinking, and problem-solving abilities to support our retail partners, helping them effectively sell, quote, order, and schedule appointments with homeowners. You’ll play an integral role in ensuring the smooth operation of our retail network, providing world-class support and technical assistance through phone calls and Microsoft Teams interactions. The Command Center operates seven days a week, so flexibility with working hours, including evenings and weekends, is essential.

Responsibilities

• Provide exceptional, world-class customer service to the retail network via phone and Microsoft Teams, ensuring prompt resolution of inquiries and issues.
• Support retail partners in navigating and troubleshooting the technologies they use to interact with homeowners, such as quoting, ordering, scheduling, and more.
• Ensure service level agreements (SLAs) are met and maintain a high level of performance and efficiency.
• Utilize your technical expertise to resolve problems, offer solutions, and suggest improvements to prevent recurring service issues.
• Collaborate with team members, prioritizing the success of the group and supporting one another to achieve common goals.
• Continuously improve and enhance the existing processes by identifying opportunities to streamline workflows and improve customer satisfaction.
• Demonstrate flexibility by working a rotating schedule, including evenings (until 10 PM) and weekends (8 AM to 4 PM).

Qualifications

Why Join Us

The base hourly range for this contract position is $30-$50 per hour, depending on experience. Our pay ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target for new hires of this position across all US locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training.

Fulcrum Consulting, an LRS company, is an equal opportunity employer. Applicants for employment will receive consideration without unlawful discrimination based on race, color, religion, creed, national origin, sex, age, disability, marital status, gender identity, domestic partner status, sexual orientation, genetic information, citizenship status or protected veteran status.

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