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Call Analyst

Posting Date: Jul 16, 2021

Location: Tyler, TX

Company: Brookshire Grocery Company

Brookshire Grocery Company (BGC) is a family business based in Tyler, Texas, and currently operates more than 180 stores in three states – Texas, Louisiana and Arkansas – with three distribution centers and a corporate office. BGC prides itself on offering its partners one of the most comprehensive benefits packages in the industry which includes medical, prescription drug, vision, dental, paid time off, stock ownership, a 401k retirement plan, incentive plans, employee discounts, educational scholarships, and access to BGC’s 205-acre outdoor recreation area.

Job Summary

Processes inbound maintenance calls from receipt to resolution to ensure retail stores are serviced effectively and in a timely manner. Receives calls, determines the problem, dispatches, monitors, and escalates until resolution.

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.

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.

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.

Work Context and Environment

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

Brookshire Grocery Company strives to provide a safe, drug free and alcohol-free environment for its partners and guests. The Company is an Equal Opportunity Employer and makes employment decisions without regard to race, color, religion, sex (including pregnancy, gender identity and sexual orientation), national origin, age (40 or older), disability, genetic information or military status and any other trait protected by law.


Nearest Major Market: Tyler