Operations Lead

Field Staff Administrative support (30%)

• Schedule field technicians according to standards laid out by the General Manager and Shop Manager.
• Assist field technicians with any process flow or ticket support needs they may have.
• Monitor open ticket queues for field technicians.
• Own all email communication involving field work.

Assist shop manager with process implementation and support (30%)

• Collaborate with Shop Manager to develop and document processes.
•  Lead process implementation by training on and refining processes based on feedback.  
• Assist Shop Manager with translating process improvement ideas into actionable workflows.

Answer and Respond to incoming phone calls (30%)

• Be the primary resources to answer all possible incoming field calls and create tickets for agreed upon requests.
• Provide backup phone support to incoming calls to the shop.
• Respond to “Contact Us” forms.
• Respond to emails and Teams messages quickly and professionally.

Provide Backup Support for retail shop (10%)

• Provide backup support to the showroom floor counter as needed.  
  • We will provide training on locksmithing skills, prior knowledge not required
• Rekeying locks (Commercial, Residential, & Automotive).
• Cutting keys and working with Master Key systems
• Be technically interested in learning the basics of Master Key systems.
  • Eventually assist in pulling and updating key charts
• Assist with field job preparation.
• Assist with general shop and showroom floor upkeep including cleaning, stocking, and organizing.

Requirements

• Strong attention to detail
• Strong proficiency in Microsoft Office suite
• Customer first attitude
• Ability to multi-task and prioritize tasks
• Ability to function in an occasionally fast paced environment
• Comfortable working autonomously and/or as part of a team
• Ability to pass background check, drug test and DMV record check
• Team-focused attitude
• Excellent communication skills
• Strong organizational skills
• Strong aptitude for technology, including learning new software
• Demonstrated problem-solving and logic skills
• HS Diploma or equivalent

Preferred

• 3+ years previous customer service experience
• 5+ years previous work experience