Cennox

Call Center Representative

• Leads and optimizes call center operations to deliver exceptional customer experiences
• Manages call traffic control and agent work groups and Call Reporting
• Optimizes Quality Assurance best practices to enhance service quality
• Handles escalated customer service issues and ensures proper documentation
• Creates and maintains a high-quality work environment for team motivation
• Manages training and resource allocation for employees

Call Center Manager

Project Manager

• Ensure scheduled Services activity is completed to the contractual commitment and expected level of quality.
• Create project schedule, technician assignments and monitoring, internal and external communication, processing of data and work orders, status reporting, and invoice approvals.
• Collaborate with Routing and Field Managers to create the schedule and work orders.
• Provide documentation and project overview training to field technicians.
• Ensure required parts are available and provided for technicians.
• Monitor schedule daily for accuracy and timely completion of scheduled activity.
• Manage all carryovers with expediency to successful completion.
• Create and provide weekly internal and external status reports; establish communication and escalation plan with customer.
• Review data for accuracy and compliance to customer requirements.
• Approve invoices.
• Manage project issues to full resolution.
• Communicate effectively with the customer and provide timely responses.

Project Coordinator

Customer Success Manager

• Establish strong relationships with existing clients to promote Cennox and serve as their single point of contact.
• Works with the client to develop and maintain a Business Account Manual (BAM) for all Service Accounts assigned and distribute to the field, call center, logistics and client service personnel.
• Proven capacity to review customer contracts at length to gain high-level understanding of contractual obligations and expectations.
• Function as the single point of contact for all service-related issues including escalations and invoice disputes in a timely manner.
• Establish and maintain a regular meeting schedule with each assigned customer and maintain meeting minutes.
• Video conference calls as requested by the customer. A professional appearance and backdrop are mandatory. These can be weekly/bi-weekly/monthly depending on the customer’s preference.
• Review monthly reporting and provide recommendations on how to improve performance, efficiency and how to improve customer satisfaction.
• Also reviewing additional Cennox services with customers to provide new business opportunities.
• Daily review of customer billing que. All other duties as assigned.

Supply Chain

• Help maintain visibility of inventory across central, depot, and field locations
• Analyze historical usage, failure rates, and consumption data to forecast part requirements
• Support network optimization by identifying excess, obsolete, or underutilized stock
• Audit and reconcile inventory discrepancies between Oracle Fusion SCM and warehouse records
• Create reports and dashboards tracking fill rate, turns, aging, and inventory health
• Partner with Service Logistics and Procurement to identify cost savings
• Assist in automating reports, dashboards, and data feeds
• Coordinate with teams to ensure cycle counts are executed on schedule
• Work with Operations, Finance, and Service teams to ensure material availability

Inventory Analyst

• Supports core return compliance, material tracking, and refurb process coordination to ensure efficient movement of service parts across the reverse logistics network.
• Monitor and manage all core return activity from field technicians, ensuring accurate documentation and on-time return compliance.
• Schedule and coordinate inbound and outbound shipments/receipts between field, depot, and repair vendors to maintain material flow efficiency.
• Maintain and update Oracle Fusion or internal databases with Receipts, RMA, tracking, and refurb status details.
• Assist in scheduling and tracking refurbished materials, ensuring alignment with repair vendors and internal inventory needs.
• Serve as a primary logistics contact for field service teams, resolving part return discrepancies and assisting with RMA, Core Returns, Excess, etc. creation.
• Prepare and maintain reports for return rates, turnaround times, and exceptions for management review.
• Communicate with logistics partners and refurb vendors to confirm receipt, condition, and disposition of returned materials.
• Ensure adherence to established logistics processes, safety standards, and audit requirements for serialized material.
• Recommend process improvements to enhance tracking accuracy, return visibility, and core recovery performance.
• Assist the Service Logistics Manager with data collection, KPI tracking, and other initiatives supporting cost savings and operational goals.

Service Logistics Coordinator

Vice President

• Developing and implementing field service strategies
• Overseeing daily field service delivery operations
• Managing and optimizing budgets for field service delivery
• Ensuring high levels of customer satisfaction
• Leading and developing a team of regional managers and field service professionals
• Identifying and implementing process improvements
• Developing and implementing risk management strategies

Associate VP – Field Service Delivery

Program Manager

• Program Leadership – Lead a team of project managers/project coordinators, rollout, and governance of multiple customer banking service programs both strategic and planned that will result in project delivered on time/within budget, customer satisfaction, scheduling compliance, and P&L expectations.
• Strategic Planning – Partner with senior leadership to define program goals, KPIs, and success metrics aligned with company strategy.
• Operational Excellence – Implement best practices for service delivery, scheduling, inventory support, and customer care within banking environments.
• Cross-Functional Collaboration – Work closely with banking operations, merchandising, supply chain, IT, and customer support teams to ensure seamless execution.
• Process Improvement – Identify Project delivery inefficiencies; drive continuous improvement initiatives that enhance service performance and reduce costs.
• Performance Management – Track program performance, analyze data, and present reports to stakeholders on progress, outcomes, and ROI.
• Change Management – Champion adoption of new tools, processes, and service standards across many customer platforms.
• Customer Experience Focus – Ensure projects are delivered on time, within budget and per the SOW, while also delivering high level effective communications to all our customers.
• All other duties as assigned.

Banking Service Program Manager

Recruitment

• Full life cycle recruiting for construction positions across all divisions.
• Staffing requisition process management
• Job description creation, posting, and maintenance across all systems
• Applicant review, initial screenings, and candidate note-keeping for hiring managers
• Active and creative candidate sourcing where needed
• Coordinate interviews between hiring managers and candidates
• Offer generation and facilitation to new hires
• Collection of new hire forms
• New hire account and file set up
• New hire onboarding process and assistance
• Maintenance and creation of templates and forms
• Maintenance of candidate pool (communication, organization, rejection, follow ups, etc.)
• Update and communication of current staffing requisitions, weekly
• Appropriate record-keeping across systems
• Maintenance of field staff skill matrix, including the recording of staff skill levels across function
• Collaboration with leadership to carry out special hiring-related projects or initiatives
• Effectively communicate with all coworkers, managers, and candidates
• Maintain confidentiality of all information
• Performs other duties as assigned

Construction Staff Recruiter

Manager

• Receive, review, and triage incoming service calls via Service Channel and Oracle
• Dispatch service requests promptly to appropriate Field Managers and Technicians
• Enter and maintain accurate notes and updates in both systems throughout the service lifecycle
• Collaborate closely with Field Managers to assign appropriate technicians and schedule work to meet customer needs
• Liaise with customers and Project Managers to coordinate quotes when required
• Ensure all parties are informed of work order statuses, delays, or escalations
• Manage and maintain spreadsheets and other documents related to service request tracking
• Verify work completion details with service personnel and accurately close out service calls in Oracle and Service Channel with required documentation and notes
• Perform other duties as assigned

Service Channel Manager

Learning and Development

• Coordinate, plan, and facilitate the LMS platform
• Assign online training courses to groups and individuals
• Manage individual learning paths
• Enroll and delete users within the LMS platform
• Work with all departments to create and administer courses tailored to departmental needs
• Create and distribute PDF/Interactive Training Content
• Assist Training Manager with capturing and documenting knowledge from Legacy companies
• Assist with database and content management for Technician Support Portal and Training Matrix
• Complete additional projects and assignments as directed by Training Manager or Director

eLearning Specialist

• Provide first level support to clients and Field Service Technicians seeking assistance with service tickets, part ordering, and usage
• Accept and process emails/service requests/updates from clients or technicians via phone and/or email
• Accurately document call information in database
• Update customer with service status and call completion information
• Solicit client/customer feedback to improve customer service
• Troubleshoot a variety of service tickets to determine best resolution for issues and client requests
• Escalate unresolved issues and trouble calls to appropriate department on an as needed basis
• Assist Field Service Technicians with service tickets or other various workload issues
• Transfer/update service call information to and from clients and technicians by phone, email, and/or text messaging (paging)
• Communicate essential information to co-workers and other departments
• Coordinate with Field Service to provide timely updates to clients on open service calls
• Call management/navigation to ensure ETA and SLA adherence by contract requirements to clients
• Stay current with emails, procedural updates, and call handling documentation

Call Center Agent

Technical Project Manager

• Plan, organize, and manage IT projects from initiation through completion
• Define project scope, goals, deliverables, timelines, and budgets in collaboration with stakeholders
• Lead cross-functional teams, assigning responsibilities and tracking progress
• Identify and mitigate risks, issues, and dependencies to ensure project success
• Communicate project status, milestones, and updates to leadership and stakeholders
• Ensure projects align with IT standards, security policies, and organizational objectives
• Manage vendor relationships and oversee third-party deliverables when required
• Conduct post-project evaluations and capture lessons learned for continuous improvement

IT Project Manager

Solutions Engineer

• Report to Chief Service Delivery Officer and act as senior leader developing and implementing robust service solutions
• Design end-to-end (E2E) service solutions including internal and external factors
• Manage all service pricing functions and customer contract management
• Collaborate with executives, associates and stakeholders to align on strategy, business obligations and customer expectations
• Provide solutioning oversight to ensure implementation and deliverability of solutions, pricing and contract management
• Establish Key Performance Indicators and track progress to goals
• Lead and manage organizational change associated with service solutions, deal review, pricing implementation and contract review
• Oversee execution of service solutions to ensure profitability and SLA delivery

Vice President, Service Solutions Architect

Customer Support

• Responsible for upselling products and services to clients who call with issues on their safes; discover needs and recommend appropriate products and services
• Handle inbound and outbound calls, upselling products and services to clients to ensure profitability
• Resolve customer-related issues and concerns
• Handle accounting and invoice-related issues
• Ensure that client issues are handled appropriately the first time to avoid/minimize client call backs
• Other duties as assigned

Customer Service and Sales Agent

• Full life cycle recruiting for field positions across all divisions
• Staffing requisition process management
• Job description creation, posting, and maintenance across all systems
• Applicant review, initial screenings, and candidate note-keeping for hiring managers
• Active and creative candidate sourcing where needed
• Coordinate interviews between hiring managers and candidates
• Offer generation and facilitation to new hires
• Collection of new hire forms
• New hire account and file set up
• New hire onboarding process and assistance
• Maintenance and creation of templates and forms
• Maintenance of candidate pool (communication, organization, rejection, follow ups, etc.)
• Update and communication of current staffing requisitions, weekly
• Appropriate record-keeping across systems
• Maintenance of field staff skill matrix, including the recording of staff skill levels across function
• Collaboration with leadership to carry out special hiring-related projects or initiatives
• Effectively communicate with all coworkers, managers, and candidates
• Maintain confidentiality of all information
• Performs other duties as assigned