Field Service Client Admin-NY

Aventiv•, NY

7d•$23 - $27•Onsite

About The Position

The Field Service Client Administrator (FSCA) develops trusted-advisor relationships with facility staff and serves as the point of contact for day-to-day services and support in assigned facilities. The role provides timely customer service to correctional-facility audiences, Securus personnel, and partners; troubleshoots software and repairs customer tablets; and helps ensure data integrity and proper functionality of onsite Securus products. The FSCA acts as the primary liaison among onsite facility personnel, Account Management, and other Securus teams. The role handles and tracks client issues, service incidents, and escalations; supports account communication and client satisfaction; performs basic technical support and product training; helps implement services for newly acquired clients; and manages company inventory and equipment. The position also distributes tablets and accessories to approved incarcerated individuals, analyzes customer and account information, and travels between Queens and Manhattan facilities for support and coverage.

Requirements

High school diploma or GED equivalent.
Reliable transportation and ability to travel from facility to facility.
Must have no family incarcerated in any local Correctional Facility.
Proficiency in Microsoft Office (Word, Excel, and PowerPoint) and ability to learn new technology.
Ability to work well in an energized, fast-paced, entrepreneurial, and collaborative environment.
Excellent oral, written, presentation, and interpersonal communication skills, including professional communication with coworkers, business contacts, clients, consumers, executives, and C-level stakeholders.
Strong relationship-management skills, including building rapport, gathering relevant information, influencing others, and maintaining positive customer relationships.
Ability to manage multiple projects, priorities, and conflicting tasks while maintaining organization, attention to detail, and meeting deadlines.
Strong problem-solving, conflict-resolution, negotiation, and analytical skills; ability to work under pressure and resolve issues in a fast-paced environment.
Ability to manage time, information, and workload with minimal supervision.
Strong data and information analysis, integration, and account-planning skills, including developing and executing strategic account plans.
Ability to adapt to changing priorities and learn new skills, systems, and problem-solving solutions.
Ability to travel between Queens and Manhattan facilities as required.
Professionalism, sound judgment, and demonstration of company cultural attributes.
Ability to perform the listed physical activities; may be required to lift up to 50 pounds.

Nice To Haves

Relevant work experience in customer service, technology, or telecommunications.

Responsibilities

Serve as the primary liaison between onsite facility personnel, Account Management, and other Securus personnel.
Research, address, resolve, track, and communicate client issues, service-affecting incidents, and heat tickets; coordinate escalations and resolutions with internal departments.
Communicate regularly with Account Management about client requests, issues, support needs, and opportunities.
Maintain client satisfaction through customer service, support, relationship management, and responsiveness.
Attend onsite meetings as designated by facility leadership.
Perform basic technical support, including password resets, user setup, handout distribution, troubleshooting assistance, and basic product training.
Collaborate with Technical Support by providing troubleshooting results to support software maintenance and issue resolution.
Oversee rollout and implementation of services for newly acquired clients.
Manage and maintain company inventories and assets, including tablets, accessories, tools, parts inventory, laptops, and related equipment.
Distribute tablets and accessories to approved incarcerated individuals.
Collect, track, and analyze customer statistics, trends, account behavior, and support needs; identify opportunities and communicate recommendations to Account Management and Customer Training teams.
Travel between Queens and Manhattan facilities, including on short notice, to provide backup support and coverage.
Perform other duties as assigned.