Cassie Apostle

Supervise a team of Planners and Intervention Managers (25 people):

Plan team seasonality.

Monitor employee attendance, absences, and working hours.

Track annual objectives, develop training plans.

Recruit and onboard new employees.

Oversee the management of intervention requests.

Monitor the handling of requests; deadlines, compliance, prices.

Optimize schedules; intervention deadlines, technician occupancy rates, service costs.

Monitor the quality and performance of administrative service providers.

Oversee the closure of completed interventions.

Monitor the quality and compliance of services rendered.

Monitor the organization of follow-up interventions.

Monitor the closing and invoicing of completed interventions.

Monitor customer satisfaction through satisfaction surveys, and act accordingly to achieve service objectives.

Handle customer disputes and monitor debt collection.

Participate in the development of the residential service business.

Promote service offerings.

Propose actions to generate more business.

Propose actions to improve the quality of services offered.

Training of new employees. Skill development for the team. Creation and updating of operating procedures. Planning of PAC/SPLIT/MULTISPLIT installations for individuals. Planning of repairs (quotes and parts orders). Planning of maintenance visits. Management of the schedule for internal or external technicians. Reception and processing of calls and email requests. Follow-up of individual accounts / CMISTE (chasing unpaid invoices, credit notes, re-invoicing...),

Receive calls/emails/faxes from external & internal customers and provide an online solution. Diagnose the problem or malfunction. Meet the quantitative and qualitative objectives set for the service. Qualify and record these requests in our information systems or customer CMMS tools. Process or forward internal Hotline or Telemaintenance requests. Verify the technical feasibility of requests. Proactively monitor all ongoing after-sales service cases, after-sales quotes, and especially managed accounts. Carry out necessary follow-ups with our central or regional technical contacts. Periodically generate technical activity reports for customers or internal use. Create after-sales service quotes, order services. Comply with the company's regulations and the confidentiality of information.

Apply and adhere to the security measures specific to remote system access. Participate in the development of a service plan based on customer expectations and company commitments. Participate in the construction or optimization of a specific campaign process, with associated dashboards. Practice continuous improvement monitoring of service processes, per Black Card customer. Mentor new employees and support them in rapidly acquiring job skills.