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Western Regional Lead Customer Service Representative
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- Initiates action to limit negative outcomes and seek new opportunities for improvements in the new and renewal PSA process.
- Conducts deep dive reviews into at risk contracts.
- Establish and maintain SOP for CSRs including but not limited to; forecasting, PSA renewal estimate analysis, new PSAs, backlog reviews, and 180-day process.
- Work with Branch CSRs and Branch leadership to conduct PSA / O&M deep dive reviews into contract performance.
- Utilize Power BI to effectively track and improve branch and area KPIs. Provide coaching and training on KPIs that need improvement.
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