Onsite Customer Service Coordinator

Metasys Technologies/NVISH•Boise, ID

5d•Onsite

About The Position

Provides daily operational, customer service, implementation, expansion, and administrative support across multiple managed services accounts in the Boise, ID area. Works as an on-site multi-site/floater supporting three customer accounts and traveling between locations as needed. Supports front desk/reception, mail and package processing, print and copy support, administrative tasks, data entry, document handling, and other customer-facing business support functions. Requires strong customer service, communication, adaptability, organization, dependability, and the ability to work independently in different business environments. This is not a technical support or dedicated print services role; print and mail experience is a plus, but customer-facing experience is required.

Requirements

High school diploma plus at least 12 months of related work experience; post-high school education is preferred.
Strong customer-facing experience and excellent verbal communication skills.
Ability to work effectively in a team environment and maintain positive, productive relationships with coworkers.
Ability to adapt to changing situations, work independently, remain highly motivated, and demonstrate a sense of urgency.
Strong judgment and ability to make sound decisions and resolve problems.
Ability to perform repetitive work while following established procedures, sequences, and quality standards.
Ability to understand and follow written and verbal customer instructions and effectively communicate them to site resources.
Ability to resolve customer-related issues and troubleshoot and coordinate problem resolution.
Basic math skills and intermediate proficiency with Microsoft applications and computers, including file and folder management and navigating network production folders.
Working knowledge of account services to support job scheduling.
Ability to maintain and accurately submit monthly expenses using proper coding requirements.
May be required to move between locations during the same day and cover accounts approximately 40–50 miles apart.
Reliable transportation is required for travel between assigned customer locations if needed.
A valid, violation-free driver's license and minimum auto insurance coverage may be required under applicable policy.
The position may require walking, driving, or other transportation to alternate sites and may result in a longer commute than the scheduled shift.
Ability to stand, walk, bend, reach, stretch, climb, and perform similar physical activities.
Ability to lift or move items weighing up to 50 lbs. and push or pull wheeled machines that may weigh up to 400 lbs. when required for repairs or movement.
Moderate dexterity required for regular use of calculators, keyboards, hand tools, and eye/hand coordination.
Close vision required.
Frequent local car travel may be required.

Nice To Haves

Previous mailroom, print services, reception, or office administration experience is a plus but not required.
No specialized equipment experience is required.
No driving is required as part of the initial temporary assignment; however, reliable transportation may be required if converted to a permanent position.

Responsibilities

Support daily operations and all contracted services at customer accounts within the assigned geographical area.
Assist with process improvement, procedural testing, validation, and compliance with operational best practices.
Support implementation of new customer accounts and service expansions.
Assist with onboarding new team members and cross-training peers.
Assist with developing and maintaining Site Procedure Guides and sharing best practices.
Routinely inspect Site Procedure Guides for accuracy and compliance.
Maintain knowledge of contracted services within assigned customer accounts.
Perform daily visual inspections of site services and customer safety compliance.
Provide feedback through surveys or other tools to improve the customer experience.
Provide coverage for employee absences, vacations, training, implementations, and other business needs, including site management coverage when required.
Travel to and from various customer locations to provide and support services and maintain service continuity.
Create and maintain a customer-focused environment.
Engage end users and collect feedback to support customer satisfaction.
Communicate effectively and respond quickly to customer and end-user requests.
Escalate customer issues to management and support resolution through completion.
Collect data and use applicable tools and methods to support Monthly Operations Reviews.
Perform front desk/reception coverage, mail and package processing, print and copy support, administrative duties, data entry, document handling, and other on-site support as required.
Perform other duties as assigned.