Position Summary:
This position handles customer inbound and outbound calls, primarily with client’s post-sale, but also general company questions for internal and external customers. This individual will also schedule customer service calls and other customer service activities as needed. This position is required to review completed service tickets from the field for quality assurance. As a Service Administrator, you will answer and resolve any questions or issues in a professional, expeditious manner while maintaining a positive, courteous approach to internal and external customers.
Essential Duties and Responsibilities:
Provides excellent customer service during all inbound and outbound phone calls while maintaining effective relationships with peers, multiple internal/external customers and senior leaders.
Schedule service customers with local technicians, as needed.
Review completed service tickets for quality assurance in region.
Act as a liaison and corporate contact for Company installation and service teams at the local office in your region.
Be enthusiastic, adaptable, and patient as well as highly detail-oriented and data-efficient.
Be flexible to perform any task deemed necessary to support department and/or company-wide initiatives.
Performs other duties as assigned by supervisor.
Experience and Minimum Qualifications:
High School Diploma or equivalent.
At least (1) year of Customer Service Experience
At least (1) year previous office or administrative experience
Computer and keyboard proficient, job duties performed are essentially paperless
Proficiency using Microsoft Office Suite (Outlook, Word, Excel, PowerPoint, Project, and/or Access).
When working from home: must have reliable high-speed internet to support VoIP inbound and outbound calls
Ability to juggle various work activities and shift their attention from one task to another to meet the demands of both internal and external customers without “dropping the ball.”
Ability to thrive in a fast-paced, high-energy, team-oriented environment and have a “roll up your sleeves” and “today not tomorrow” mentality.
Detail-oriented and can focus on the task at hand, no matter how minute, by finding the most efficient and effective pathway to completion.
Excellent verbal and written communication skills are required for communicating with internal and external parties in a manner that is both articulate and professional.
Apply active listening skills through the ability to comprehend information presented and respond thoughtfully.
Ability to provide timely and empathetic help through in-person, phone and email avenues that keeps the co-worker or customer’s needs at the forefront of every interaction.
Ability to communicate effectively, to recognize, understand, and manage one’s own emotions as well as customers, and foster positive working relationships across all levels of the organization.
Holding oneself responsible and being self-driven in accomplishing business goals, adhering to policies and being responsible for one’s own actions, performance, and decisions.
Must be legally authorized to work in country of employment without sponsorship for employment visa status (e.g., H1B status).
Preferred Knowledge, Skills, Abilities or Certifications:
Ability to type at least 50 words per minute (wpm)
Highly organized, with strong time management skills and the ability to be resourceful when necessary
Travel Requirements:
No travel required.
Overtime/Additional Hours Requirements:
No overtime required.
Physical Requirements
Normal Office Environment
Indoor work in a climate-controlled environment.
Sedentary work. Exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time.