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Service Support Coordinator (REMOTE)

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Customer Support
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WD30124775238 Requisition #

What you will do: 

This position reports to the Customer Service Supervisor. The individual will process and coordinate national account customer requests based off new phone requests and email/portal with appropriate District office location for customer service/inspection support. Additionally, will support Senior Service Support Coordinators as needed. 

How you will do it: 

  • Receive requests for service from customers/or other SSC’s (via phone, email or customer portal) and forward to appropriate branch office, follow up and report completed work to the customer.
  • Create Service Requests for customer via Oracle ACE or Genesys.
  • Review On-Hold Report daily for service requests that require your attention.
  • Review Open Call Report daily for service requests that require follow up.   
  • This is a position that will involve a high level of investigation in order to achieve problem resolution.
  • Serve as the primary point of contact for select National Accounts customers in USA (and assist Canada) ensuring all service-related requests are met including inspections, service calls, emergency parts deliveries and all written correspondence is completed and forwarded to the customer.
  • Process quotes and proposals when required.
  • Implement client contracts and provide information to regional and district personnel.
  • Coordinate customer requirements and issues of concern, to include monthly account reporting requirements(extraction of late inspection reports via system(s) utilized by the SST group, follow up on open issue(s) reported by the customer in a timely and accurate manner as required and any other reporting means required and requested by management or the customer).
  • All other duties as assigned.
  • Serve as a first level contact for customers on the call center line and forward to Senior SSCs if further follow up is needed based off assigned customer portfolios. 

What we look for:

Experience: 2-3 years equivalent work experience

Required:

  • PC skills Microsoft Office Products e.g. Word, Excel, Outlook, and Power Point. 
  • Excellent written and communication skills required.
  • Customer service background. 
  • Ability to Multitask

Preferred:

  • Education: High School Diploma or Equivalent
  • Exceptional skills with but not limited to ACE, SharePoint, and Third-Party Websites. 
  • This is a remote position, but you will be required to go in the office based on business needs

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