Service Delivery Coordinator

Easy Ice LLC • Marquette, MI

83d

About The Position

This Service Delivery Coordinator (SDC) is the first point of contact when a customer calls in needing their ice machine serviced. An ideal candidate will work seamlessly with customers, service providers, and multiple internal Easy Ice departments to achieve the daily goal of providing high-level customer care. Whether it is scheduling service, making a follow-up call, scheduling an ice delivery, or addressing a resolution outcome, the SDC is vital to the service delivery department.

Requirements

• High school diploma or equivalent required; associate degree preferred, or 2+ years of equivalent experience.
• 2-3 years of experience in a customer service position preferred, with demonstrated track record of success.
• Working knowledge of computer programs and multi-line phone systems (experience with Salesforce, Microsoft Outlook preferred, but not required).
• Phone etiquette and experience with being on phones for a large majority of the day.
• Writing skills, including formal email writing, typing/preparing documents, encouraged.

Nice To Haves

• A desire to continually increase your industry knowledge about the products, services, and processes our company can produce.
• Instinctive and skilled problem solver.
• Excellent interpersonal skills.
• Ability to communicate clearly and professionally, both verbally and in writing.
• Ability to multi-task effectively.
• Team-oriented.

Responsibilities

• Maintain excellent communication with customers by use of phone, email, and text, as appropriate, to keep customers engaged and manage ongoing service requests.
• Build working relationships with external Service Providers and internal Easy Ice departments.
• Maintain and review a rolling list of work orders each week, including follow-up calls to determine if service was adequately provided.
• Coordinate across departments to secure timely updates, responses, and part information.
• Maintain a balance between company policy and customer benefit in decision making. Handle issues in the best interest of both the customer and the company.
• Monitor billable calls and ice deliveries to maintain streamlined process when determining if customer is responsible for payment.
• Update customer account information in Salesforce to include contact information, address and other necessary information.
• Use technical training and understanding to properly triage and preliminarily assess work orders.

What This Job Offers

• Job Type: Full-time
• Education Level: High school or GED
• Number of Employees: 11-50 employees