This is a phenomenal opportunity for an individual with a passion for customer service. A true communicator, connecting the dots for our customers and amazing technician team. You'll interact with our customers and serve as the eyes and ears for our technician team that services our customers.

Main Responsibilities:

• Monitor inbound service-related communications from our customers via phone, email, and company communication platforms
• Create and input service call tickets into the system with all relevant details
• Dispatch technicians to customer sites, helping to organize their day and set them up for success
• Help balance open service tickets among technicians - taking into account geographic location, type of project, account access, and approximate time needed to complete call
• Monitor and dispatch any open service calls in the system that are entered by other team members
• Track and transfer any associated rentals on equipment in the company database
• Help manage equipment assets in the company database whenever new installations, pick-ups, or replacements are done
• Monitor tech close-out notes and input follow-up service tickets in the system to insure a service call is fully handled
• Coordinate with the shop team to insure replacement equipment and parts are prepped to complete any follow up service tickets
• Work with clients to place delivery orders into the company system as needed to insure equipment is operable
• Collaborate with other departments and team members to deliver the best customer service possible to all our clients
• Update and track preventative maintenance schedules for clients
• Help with Bevi service administration by monitoring a remote dashboard to view volume and place product orders and service tickets accordingly
• Help support the Customer Experience Manager and Technical Operations Manager on equipment-related projects
• Collaborate with other departments and team members to deliver the best customer service to our clients

Requirements:

• Customer service mindset- a true team player who sees the value in collaboration
• 1 year experience managing inbound customer inquiries and taking proper steps to move forward timely and efficiently
• Excellent communicator whether over the phone, via email or in person
• Takes pride in their work and attention to details
• Sound judgment and excellent problem-solving skills
• Openness to cross-train with the Customer Experience team to help with coverage in monitoring the customer service inbox and phone calls
• An interest in learning about how coffee brewers, water dispensers, vending machines and other equipment that we provide our clients work
• Work well under pressure, maintain a positive attitude with customers and co-workers
• Considers location of techs and helps schedule their day in a way that makes it smoother, not more difficult
• Organized with each touchpoint of customer service interaction from start to finish
• Bilingual is a big plus

Job Type: Full-time

Pay: $20.00 - $22.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• On-the-job training
• Referral program
• Vision insurance

Experience level:

• 1 year
• 2 years

Shift:

• Day shift

Weekly day range:

• Monday to Friday
• No weekends

Work setting:

• In-person
• Office

Work Location: In person