Customer Service Admin

Role Overview

• 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.
• 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.

Requirements

• 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).

Tech Stack

• VoIP

Benefits

• No travel required.
• No overtime required.