Job title: service & client coordinator
we are looking for a professional to join our support center team.
this team member will ensure that our installations in north america operate at their optimal level.
the agent will be responsible for supporting customer service activities, enhancing productivity and performing specific regions. They will schedule all service request orders and preventative maintenance visits, reconciling against incoming requests to ensure successful completion/response concerning agreed service contracts or priorities.
we assist in ensuring departmental goals are met.
main responsibilities:
* serve as a point of contact for questions regarding open/closed service request orders, and other service-related inquiries from internal and external customers;
* plan and schedule preventative maintenance visits with the customers to ensure completion within the specified period;
* effectively and efficiently manage the schedule for technicians; assign service request orders appropriately, demonstrating an understanding of the issue at hand;
* review list of open incidents daily, quoting, ordering requested parts, and follow up in purchase requests;
* provide customers with accurate schedules and eta, when required and able; effectively manage customer expectations;
* contact the customer on issues and concerns regarding any assigned service order and resolve any dispute;
* daily audit of service order invoices and properly invoice with correct billing information and collaboration with corresponding departments to correct any master data issues or inconsistencies;
* follow up and address customer feedback or concerns from surveys and escalate to appropriate department if needed;
requirements:
* a minimum of 5+ years' experience working in a service support environment, preferably in customer service, billing or accounting support role for a mid to large size company;
* exceptional customer service skills;
* solid math skills and ability to make quick and accurate math calculations is essential for job success;
* intermediate knowledge or background in accounting;
* must have strong critical-thinking skills to quickly analyze, isolate and resolve billing issues;
* proficiency in microsoft word, excel, powerpoint, and experience using service management software or erp system is a plus;
* excellent communication skills (verbal and written);
* fluency in english (verbal and written) and spanish (verbal and written);
* ability to work independently while keeping others informed of processes and progress via multiple avenues – including erp system, email, and/or phone;
benefits:
this rewarding career awaits you.
this team position involves interacting with various stakeholders and requires excellent interpersonal skills.
we offer a collaborative and dynamic work environment.
a career with our company can bring numerous benefits and opportunities for growth.