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.

Why Join Us:

• Be part of an exciting and growing team at the forefront of supporting our client’s expanding retail network.
• Work in a fast-paced, collaborative environment that values your contributions.
• Enjoy the flexibility of working remotely and the opportunity to develop your technical skills further.

Key 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:

• Customer-Focused: Passionate about delivering world-class customer service and resolving issues effectively. Professional, personable, and enjoys interacting with others.
• Support Experience: Experience meeting or exceeding service level agreements (SLAs). Previous experience in support roles and familiarity with tools like ServiceNow is a plus.
• Team Player: Strong collaborator who supports the success of the team and shares knowledge to help others learn.
• Continuous Improvement Mindset: Driven to find creative solutions to prevent repeat issues and eager to learn and grow.
• Technical Skills: At least one year of hands-on Salesforce experience, including demonstrated critical thinking and problem-solving skills.
• Certifications: Preferably Salesforce Admin Certification and Salesforce Service Cloud Certification.
• Nice to Have: Familiarity with APIs and Postman is a plus, as we aim to work smarter, not harder.

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.

Hourly rate between $20 - $125 per hour

Colorado Pay Range:
20.00 - 125.00/