Call Analyst

Job Summary

Essential Duties and Responsibilities

• Receives and processes inbound maintenance calls. Determines the problem and dispatches the appropriate supplier for resolution.
• Monitors, updates, closes, and completes aging work orders.
• Generates reports using data from work orders and invoices to identify maintenance trends for the purpose of escalating negative patterns to be addressed.
• Monitors service-level agreements (SLAs) to ensure levels are correct and accurately maintained.
• Receives work orders via calls or BGC portal and sends to retail stores and vendors. Changes work order status to resolved in computer system upon completion.
• Maintains calendar of scheduled preventative maintenance work orders.
• Updates and verifies vendor information stored in configuration management database (CMDB).
• Maintains and updates store personnel emergency contact list for retail refrigeration alarm systems.
• Verifies vendor insurance certification and ensures compliance with Company policies and procedures.
• Assists the facility services department with various clerical tasks.

Knowledge, Skills and Abilities

• Basic knowledge of equipment types, maintenance trades, and service levels.
• Basic knowledge of maintenance management applications.
• Basic knowledge of SLAs.
• Basic knowledge of Microsoft Office applications including Excel, Access, Word, and Outlook.
• Ability to learn new technology systems, methods and processes.
• Ability to communicate effectively with store personnel, partners, and vendors in written and verbal form.
• Ability to comprehend and interpret information.
• Ability to research information, establish facts and draw valid conclusions.
• Ability to reason, form concepts and recognize and solve problems.
• Must be attentive to potential hazards and remedy or place appropriate warning signs or devices around or near the hazard as soon as is reasonably possible.
• Must report any potential hazards that cannot be immediately remedied to a supervisor.

Education, Experience, and Qualifications

• High school Diploma or GED required. 
• One or more years of related experience; or an equivalent combination of experience and/or higher education required.
• Partners must be 21 years of age or older to drive for Company business in accordance with the BGC Business Driver Policy.

Physical Demands

• Continuously required to use close vision, distance vision, depth perception or the ability to focus.
• Frequently required to talk and hear.
• Frequently required to use hands for reaching, touching or handling.
• Frequently required to use fine finger movements (ex. sorting and typing).
• Frequently required to sit for long periods of time.
• Occasionally required to push, pull, maneuver or lift objects up to 40 lbs.
• Occasionally required to stand or walk.
• Attendance at work is required.

Work Context and Environment

• Work is generally performed in an office environment.
• Quiet to moderate noise level.