Customer service - integrated resources : Job Details

Job Title: Customer service Job Location: Palm Harbor, FL (Onsite) 34684 Job Duration: 3+ Months (Possibility of extension) Scheduled timing : standard shift timing Job description:

• Provide world class support to our National Account Customers.
• Coordinate all facets of service, billing, and monitoring support.
• Provide leadership to the National Account Sales Team and local branch offices to succeed in meeting all Service Level Agreements and Branch Metrics.

Duties and Responsibilities:

• Accurately entering data from various sources into designated databases and spreadsheets.
• Primary Tier 1 support person for designated property owners, management companies, and property staff.
• Build relationships with the customers by phone and email and provide continuous communication.
• Create, notate, and close actions for completed tasks and relevant interactions with technicians, property staff, and residents.
• Escalate, track, and resolve support-related issues on specific customer properties.
• Updating and maintaining existing data within databases and spreadsheets.
• Ensure activation rate within the properties.
• Key Metrics: Mean Time to Resolution (respond and resolve), actions, retention, activation rate within the properties, and Net Promoter Score.
• Host virtual trainings and refresh courses for property staff to review and explain the operation of their equipment and applicable services.
• Collaborate with various company departments to research and resolve customer issues.
• Ensure that all customer correspondence is reviewed, worked, and responded to or forwarded to the appropriate department within 24 hours of receipt.
• Prepare formal correspondence in response to customer questions or concerns.
• Assist in resolving customer escalations.
• Assist in tracking statistical information as needed for the department and compile data into reports that are submitted to management in a timely manner.
• Approximately two hours of inbound phone time and two hours of job's quality control.
• Position may require mandatory overtime when necessary to meet company metrics.
• Perform all other duties and projects as assigned.

Knowledge:

• Maintain a strong knowledge of industry and company operations.
• Knowledge of all sales, installation, billing and monitoring systems which assist managing our business.
• Basic knowledge of accounting principles and practices.
• Knowledge of Microsoft Office (Word, Excel, Access, Outlook), Internet, and other computer applications.
• Knowledge of Company policies, procedures, guidelines and practices.

Skills:

• Must possess strong organizational skills and the ability to prioritize and maintain multiple assignments.
• Must have excellent listening skills.
• Must be able to take direction and perform task in an expedient manner.
• Must have good customer service, and interpersonal skills.
• Abilities:
• Ability to write reports, business correspondence and procedure manuals.
• Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions, and decimals.
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Physical Demands:

• While performing the duties of this job, the employee is occasionally required to stand; walk; sit; twist; use hands to handle; push; pull or feel; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl; and talk or hear.
• The employee must regularly lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds.
• Specific vision abilities required by this job include close vision, distance vision, color vision, and ability to adjust focus.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Work Environment:

• The noise level in the work environment is usually moderate.
• Normal office environment.
• Work hours as required to support company metrics.

Minimum Qualifications:

• High School Diploma or General Education Degree (GED) and one year experience supporting sales or service-related business.
• Feel free to forward my email to your friends/colleagues who might be available. We do offer a referral bonus!!
• Thank you for your time and for consideration. I'll be waiting for your response.