Call Center Manager
CEFCO Convenience Stores - Temple, TX

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Position Purpose :

This position is responsible for the running of a 24 hour maintenance service dispatch operation servicing all CEFCO convenience stores and other company affiliated assets.

Responsibilities :
  • Direct supervision and training of dispatchers, administrators, and/or analysts.
  • Upkeep and maintenance of service call receipt system (web based or telephone).
  • Overall responsibility for the receipt and timely dispatch of all CEFCO convenience store maintenance service requests.
  • Ensures proper qualification and clarification of all maintenance service requests.
  • Ensures proper service request instructions are provided to internal service technicians and third party vendors.
  • Verifies arrival of service technicians and third party vendors to service sites as required.
  • Verifies completion of service requests.
  • Closes out service calls upon completion within set time guidelines.
  • Receives and processes all service maintenance invoices, including routing for proper approvals.
  • Enters service repair invoice data into maintenance dispatch system.
  • Prepares and submits all store service charge invoicing to main accounting department on a timely basis.
  • Enters and maintains all asset data into dispatch system, and keep up-to-date.
  • Tracks asset life cycles.
  • Makes recommendations for asset replacements based on asset life tracking.
  • Inputs and tracks internal and third party tech service level grading.
  • Supervises all warehouse activities, including main and remote locations.
  • Maintains warehouse and company asset inventory controls.
  • Develops and maintains internal/external audit processes for inventory (full cycle) by business unit analysis and metrics
  • Generates all requested reports.
  • Represents CEFCO and Fike’s organizations professionally.
  • Manages expenses and department budget responsibilities effectively
  • Provides support on work teams or other projects, as assigned.
  • Works effectively with external vendors and resources, as required.

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