What are the responsibilities and job description for the Customer Service Coordinator position at ICONMA?
Our Client, is a Building Technology and Software Services company, is looking for a Customer Service Coordinator for their Seattle, WA location.
Responsibilities:
Responsibilities:
- Receives customer requests for unscheduled or scheduled service.
- Determines customer needs and matches appropriate Technician or Team Lead to the need.
- Communicates the action plan and services to be provided directly to the customer.
- Ensures work has been performed to the customer’s expectations and performs follow-up with the customer, as needed.
- Answers any customer inquiries and resolves or escalates customer issues, as appropriate.
- Upon completion, reconciles all service requests daily.
- Coordinates labor scheduling to align technician to the appropriate customer and service need.
- Ensures Technicians are provided daily schedules.
- Maintains consistent communication with assigned Technicians.
- Follows up on activities to ensure completion in an established timeframe.
- Assists with creation of L&M quotations.
- Develops and maintains viable long-term relationships with customers and subcontractors.
- Participates in business review meetings by preparing and discussing critical account information pertinent to current profitability status (i.e., outstanding claims, PSA variance,
- Accounts Receivable issues) and customer satisfaction issues.
- Researches and follows up on questions identified during monthly business review.
- Ensures that all customer account information required to support call management activities and scheduling of tasks are kept up to date.
- Business review support
- Billing support
- Customer retention support
- Facilitates administration of warranty claims.
- May guide and prioritize the activities of the Customer Service Agent Assistants.
- Periodically performs duties of the Customer Service Agent Assistant as overflow demands.
- Answer incoming customer calls and resolve issues and/or take notes to pass to appropriate department.
- Other duties and administrative activities as assigned.
- Associate degree preferred, high school diploma or equivalent required.
- Preferred minimum of five years of service industry experience managing service operations and/or service scheduling.
- Must demonstrate the ability to perform work independently and demonstrate solid organizational and attention to detail skills.
- Must have strong interpersonal skills to effectively communicate with both internal and external clients.
- Must have the ability to simultaneously handle a large and diverse number of projects, tasks and issues with tact, cooperation, and persistence.
- Able to prioritize work activities based upon financial impact to desired business goals.
- Experience and/or basic project accounting or costing principles is desired.
- Able to influence diverse teams to accomplish tasks/goals.
- Health Benefits
- Referral Program
- Excellent growth and advancement opportunities
Salary : $15 - $21
