Customer Service Coordinator I

Qualtek Audubon , NJ 08106

Posted 2 weeks ago

Job Description:

Job Summary:This position is responsible to fulfill service requests in a timely manner and dispatch appropriately. Additionally, the Customer Service Coordinator is the primary point of contact for the customer and end user and must ensure compliance with all service level agreements.

Primary Responsibilities:

  • Input, review, and evaluate all trouble and maintenance tickets

  • Review all accounts to verify each has been closed out correctly

  • Responsible for the timely assistance of customers over multiple lines of business via the appropriate internal systems/process

  • Provide real time customer contact when inquiries are received

  • Field incoming inquiries from the local office and respond in a timely manner

  • Update all field supervisors and managers of any high priority service related issues or escalations requiring immediate attention

  • Help drive resolution of difficult customer situations

  • Recommend process improvement solutions to the Director of Customer Service to better meet established standards as well as communicate best practices to the Customer Service Team

  • Responsible for the data integrity of the system by maintaining an accurate work log for all system issued tickets

  • Ensure appointments times are met and real-time updates are provided

  • Other duties as assigned

Job Requirements

Qualifications

Education:

  • High school diploma or general education degree (GED)

Experience:

  • (3) to (6) months experience working in an inbound/outbound call center environment

Technical Skills:

  • Microsoft Office proficiency (Outlook, Excel, Word, PowerPoint)

  • Heavy data base entry and word processing skills

  • Ability to utilize internal order processing system and workforce management system

Soft Skills:

  • Ability to multi-task and work in a fast paced environment

  • Excellent data entry and scheduling skills

  • Must possess strong verbal and written communication skills

  • Highly organized and detail orientated

  • Skill in prioritizing, monitoring, and reviewing work assignments

Physical Requirements:

  • Must be able to pass pre-employment screening that includes background and drug testing

  • Ability to operate on a (7) day per week schedule; weekend shifts may be required and shifts may vary from week to week

  • Sitting at a desk for 8-10 hours a day

  • Working on a computer for 8-10 hours a day

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Customer Service Coordinator I

Qualtek