Business Improvement Specialist

Join the best in the industry at Nextech and embark on a rewarding career journey! For over 30 years, we've built our success on a foundation of Quality, Value, and Integrity, fostering enduring partnerships with thousands of satisfied customers. With over 2,000 team members nationwide, Nextech sets itself apart from other companies by being America’s largest HVAC/R service provider.

As we continue to grow, we're committed to offering an exceptional work experience for our employees with numerous opportunities for development and advancement. If you pride yourself on quality work, integrity, and dedication, we want you on our team. Nextech boasts outstanding review ratings on Indeed and Glassdoor, making it the premier destination for HVAC professionals. Elevate your career by joining Nextech today!

Under the general guidance of the Business Improvement Manager, the Business Improvement
Specialist analyzes existing business processes, identifies areas for improvement, and develops
strategies to enhance efficiency and productivity. The role involves collaboration across
departments and provides operational excellence by assisting with planning, structure, and
knowledge support. This position plays a key role in optimizing business workflows and
supporting continuous improvement initiatives

• Excellent Health Insurance options including a FREE employee only option
• Dental, Vision, Accident, Critical Illness, Disability and Supplemental Life Insurance options
• FREE life insurance equal to your annualized pay rate
• 401k with a 50% match up to the first 6% of your contributions
• 7 paid Holidays
• 2 paid Personal days
• 10 paid Vacation days

• Assists with reviewing and analyzing business processes to enhance overall business
  operations
• Collaborates with business process owners to ensure processes are maintained and
  documented accurately
• Supports the Business Improvement Manager and Development teams in API system
  integration development and addresses issues arising from technological advancements
• Helps develop strategies to manage increases in business volume or unusual patterns,
  particularly within Customer Service Representatives (CSRs)
• Assigns new calls within the Customer Service Software Program (Zendesk) to optimize
  efficiency during all working shifts
• Works with the Business Improvement Manager to plan the Monthly CSR task schedule,
  collaborating with the Director of Customer Service to forecast staffing needs and meet
  Service Level Agreements (SLAs)
• Provides support to all Customer Service Teams as needed, ensuring operational needs
  are met
• Assists in identifying and implementing process improvements that lead to operational
  excellence and enhanced performance
• Helps develop and maintain reports and dashboards to track the effectiveness of
  business improvement initiatives
• Fosters cross-departmental collaboration to ensure successful integration of process
  improvements across teams
• Completes assigned tasks in a safe, accurate, thorough, and alert manner
• Upholds Company policies and procedures
• Works in a professional manner with managers, supervisors, coworkers, customers, and
  the public
• Other related job duties as assigned

• Proficient in Microsoft Word and Outlook
• Exceptional organizational, time management, and prioritization skills
• Strong written, verbal, and interpersonal communication skills
• Excellent analytical and problem-solving abilities
• Keen attention to detail and accuracy
• Ability to thrive in a fast-paced, professional customer service environment
• Quick to adapt and learn new software, tools, and applications
• Skilled at analyzing data, troubleshooting issues, and resolving problems through rootcause analysis
• Self-motivated with the ability to work independently and collaborate effectively in a team
  setting
• Strong coordination skills with experience working in cross-functional teams
• Ability to manage multiple projects simultaneously with minimal supervision
• Ability to remain flexible to work overtime as needed to meet deadlines and business
  requirements
• Proactive and takes initiative to complete tasks and responsibilities with minimal
  oversigh

• High school diploma required; college degree preferred
• Minimum of three (3) years of relevant experience
• Demonstrated ability to achieve results in a fast-paced environment
• Previous experience in HVAC Industry or other service business preferred

• Continuously able to work in office environment
• Continuously able to operate a computer and other office productivity machinery,
  such as a copy machine, telephone, and computer printer
• Continuously able to sit at a computer for up to 8 hours
• Able to alternate between sitting and standing, as needed throughout the day
• Occasionally able to lift up to 15 lbs.
• Continuously requires vision, hearing, twisting, and talking
• Occasionally requires walking, lifting, carrying, reaching, kneeling,
  pushing/pulling, bending, and crouching
• Rarely requires climbing
• Ability to travel on occasion

Other requirements:

• May be required to use personal smartphone with a camera capable of reading a QR
  code for 2 factor authentication