Customer Service Coordinator

CommServe Technologies•Southfield, MI

14d

About The Position

Under the direction of the Enterprise Services Manager (ESM) or Area Operations Manager (AOM) this key position supports daily operations, implementations, expansions, and administration of all Managed Services Accounts within an assigned operational area with varying sizes. Undertaking all customer support tasks in external customer/client facilities The Area Customer Service Coordinator is responsible for a broad knowledge of Client Service Excellence Methodology, complete knowledge of account service delivery requirements and Client portfolio of offered solutions. Delivers operational support by assisting MS leadership by supplementing onsite personnel at various customer locations performing a wide range of duties requiring a versatile skill set and ability to adapt to varying industries. Additionally, they are required to support various locations for reasons that may include vacation, absences, training, implementations, etc. throughout assigned operational area.

Requirements

Requires high school diploma plus 12 months of related work experience.
Post High School education encouraged and preferred
Could be required to move locations in one day should the business require it. Also, ability to cover accounts between 40-50 miles
May require valid, violation-free driver’s license along with reliable transportation and minimum levels of auto insurance coverage per CLIENT policy.
Requires intermediate skill level on most common software applications including file folder management and navigating to network production folders.
Must maintain and accurately submit monthly expenses in a timely manner following proper coding requirements.
Possesses ability to work in a team environment by maintaining positive, productive relationships with co-workers
Possesses ability to adapt to changing situations, flexibility, high motivation, and sense of urgency.
Possesses basic math skills.
Possesses judgment in making sound justifiable decisions and taking action in solving problems.
Possesses ability to perform repetitive work by continuously executing different tasks according to set procedures, sequence or pace while maintaining quality and output standards.
Possesses commitment to task by having started and persisted with specific courses of action.
Possesses excellent oral communication skills by being able to clearly present information through the spoken word in positive and negative circumstances.
Possesses working knowledge of account services to facilitate job scheduling.
Possesses ability to comprehend written and verbal instructions from customers and effectively translate to site resources
Possesses ability to resolve customer related issues.
Possesses ability to troubleshoot and coordinate problem resolution.
Possesses proficiency in the use of Microsoft and computers.

Responsibilities

An integral member of the service team by supporting the daily operations for all contracted services at customer accounts within a geographical area
Assists management with process improvement, procedural testing and validation and ensuring field compliance with operational best practices.
Support the Field Implementation Managers with the implementation of new customer accounts and service expansions.
Assists with onboarding new team members and cross training peers
Assists with the development of Site Procedure Guides and sharing best practices throughout geographical areas.
Routinely inspects Site Procedures Guide for accuracy and compliance
Knowledgeable of all contracted services within assigned customer accounts
Performs daily visual inspection of site services and Client and customer compliancy to safety.
Provide feedback on site experience via survey tool or any other forms to help improve the customer experience, internal and external.
May require “standing in” for absences or vacations of the onsite resources, that may also include site management.
Provides, executes, and supports all aspects of services, which entails traveling to and from various accounts.
Creates and maintains a customer-focused environment
Responsible for customer satisfaction by engaging in end-user feedback.
Responsible for escalating customer issue to ESM/AOM and support the resolution to completion.
Communicates effectively and responds quickly to customers and end user communication
Collects data and is knowledgeable of the tools and methods used for the completion of the Monthly Operations Review as directed
Performs other duties as assigned