1. Provide triage and subsequent resolution of externally submitted support requests generated within a timely manner in support of all Division's providers.
2. Review and approve compliance documentation submitted by providers while providing actionable feedback to denied documents.
3. Answer provider support service desk telephone calls and log incidents into the ticketing system for further escalation as needed.
4. Monitor, track, and follow up on provider support service requests, working with other support staff to ensure timely responses and resolutions.
5. Demonstrate strong problem-solving skills to diagnose provider questions, concerns, and problems and find the fastest way of resolving the problems while training for future issues.
6. Establish priorities and refer unresolved issues to appropriate escalation points.
7. Meet and exceed service support KPIs set by management.
Divisions Maintenance Group provides facility maintenance services for organizations nationwide. Our company started small, with a specific group of core services centered around exterior trades. We expanded to include interior trades and continue to add services regularly to meet our customers' needs, growing and scaling with them.
Today, we partner with customers across the country from the largest Fortune 500 companies to regional commercial businesses to residential property managers. Our customers include big box retailers, REITs, restaurants, logistics, hospitality and educational institutions, single-family rentals, and many more. We are an essential partner to the success of our customers and technicians, offering a dedicated team for every facility need, local field support, 24/7 coverage year-round, tailored products, and a customer-first commitment to delivering uninterrupted peace of mind.
