What are the responsibilities and job description for the Project Coordinator position at Cirrus Systems, Inc.?
Job Description
Job Description
About the Job
The SMB support coordinator is responsible for being the first point of contact for SMB support calls. As this point of contact, they are the face of Cirrus for these customers, and as such, need to provide world-class customer service. They must also work closely with the project managers and installers to ensure a smooth transition between pre and post-sale.
Job Duties
Align performance to assigned KPI goals individually and for your team
Work with Project Managers to facilitate a smooth install process
Be the primary point of contact for SMB sign installers for new sign setup
Maintain accurate CRM records for new customers and follow up with appropriate parties to collect missing information
Schedule work orders with service companies to dispatch on-site technicians
Work with accounting to ensure contractors are paid in a timely manner for service calls
Source new vendors and perform quality control on vendors with feedback from support and project teams
Maintain accurate database of approved vendors including quality, coverage and other critical information
Accurately process and record call transactions using support ticketing software
Track tickets through the support process until completion, including appropriate followup
Receive, assign, and manage support requests via phone, email, or chat
Help maintain internal and external documentation including training materials and installation guides
Assist with general support duties when needed
Perform additional duties, as assigned
Skills and Qualifications
Strong organizational skills, problem-solving, and attention to detail
Exceptional phone etiquette
The ability to manage multiple priorities and be comfortable working under pressure
Self-motivated and able to work in a team environment to recommend and implement opportunities for increased IT efficiencies
A basic knowledge of software and hardware for personal computers and smartphones
Excellent written and verbal communication skills to deal effectively with internal and external contacts
Knowledge of customer service principles and practices
Effective listening skills
Ability to learn new skills, software, hardware and repair processes
Innovative thinker who is positive, proactive, and readily embraces change
Cirrus Core Values : What we look for in a teammate.
Bring Passion : We take pride in our work and bring our BEST to all interactions with our customers and teammates. We encourage rigorous discourse to improve the customer experience each and every day.
Quality : Quality isn’t a catchall phrase. It is an action plan that requires hard work and focus to achieve. Step by step we strive to build quality into everyday processes and products to achieve our collective success.
Winning Takes a Team : Show genuine commitment, be flexible, get involved, be reliable, help and support others, and move our company forward.
Remove Friction : Eliminate roadblocks in the way of smooth operations by promoting and embracing changes geared towards making things easier. Be bold! Don't settle for "That's just the way it is."
Respect : An individual who communicates and conducts themselves in a polite and positive manner, and encourages others around them to do the same; without judgment of peers regardless of rank, position, age, gender, or race.
Innovate Every Day : Have the courage to challenge what is perceived as conventional or typical. Be observant of surroundings and outspoken about ideas and changes that will positively impact people.
Compensation Range : $60K
Salary : $60,000
