Field Service Client Administrator- TDCJ
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About The Position
Welcome to Aventiv! The Field Service Client Administrator (FSCA) plays a crucial role in establishing a trusted advisor relationship with facility staff members. This position is designed to ensure that the FSCA becomes the primary point of contact for managing the day-to-day services and support needs of their assigned area, with a focus on improving customer loyalty and satisfaction. The FSCA will act as the primary representative between on-site facility personnel, Account Management, and other Securus personnel, ensuring effective communication and resolution of issues reported by agency staff members. In this role, the FSCA will be responsible for researching issues reported by agency staff, assisting with escalations as needed, and communicating all client requests and issues internally to facilitate resolution. The FSCA will also be tasked with opening, addressing, resolving, and tracking service tickets, while advising both customers and Securus personnel of any service-affecting issues. Regular communication and partnership with Account Management are essential, as is the training of incarcerated individuals on the effective and responsible use of tablets, along with handling technical support matters. The FSCA will perform basic technical support functions, attend onsite meetings as designated by facility leadership, and travel to neighboring facilities within an assigned region as needed. This role also includes maintaining company inventories and assets, distributing tablets and accessories to approved incarcerated individuals, and collecting customer statistics to assist in determining future account behavior. The FSCA will need to understand the systems, training, and support needs for their assigned client base and refer them to the Account Manager and internal Customer Training as necessary. Other duties may be assigned as required.
