Customer Service Administrative Manager

Description

Summary: The Administrative Manager plans, directs and coordinates administrative activities for the Customer Service Department to support the initiatives and objectives of the V.P. of Customer Service. Manages and oversees all phases of service billing. Supervises daily activities of the Installation Planners, PMA Scheduling and Customer Service Specialist.

Time Utilization: Normal business hours are 8:00am to 5:00pm. Schedule needs to be flexible to accommodate internal and external customer’s schedules. This position may travel up to 5% of the time.

Essential Duties and Responsibilities include the following. Other duties may be assigned:

• Responsible for the overall Customer Service administrative function including providing leadership; developing and implementing administrative systems, policies and procedures; allocating administrative resources; and executing a variety of projects.
• Manages and oversees all phases of service billing including QC, error correction, posting/invoicing and credits. Partners with Credit Department and service management to resolve billing disputes and collection challenges.
• Serves as administrator for a variety of key departmental systems and tools. Responsible for managing the creation and changes to existing systems with IT, Analytics, the CS Process Improvement Specialist. Oversee execution of new systems including testing, assimilation, training, documentation, and troubleshooting within the department.
• Supervises activities of the Installation Planner ensuring appropriate installation preparation for all equipment and completion of all installation documentation requirements
• Supervises activities of the PMA scheduling team ensuring timely scheduling of PMA visits across all regions working collaboratively with each regional scheduler
• Supervises activities of the Customer Service Specialist ensuring administrative duties are properly executed
• Supervise the activities of Field Service Scheduling Supervisor, ensuring efficient coordination and scheduling of field service operations and customer satisfaction.
• Provides administrative support to Customer Service V.P., Directors and managers including assistance with projects, analytical support, reporting, developing and facilitating presentations, composing correspondence, and organizing data.

Qualifications:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education/Experience:
Bachelor’s degree in business or related field and five years related administrative experience supporting major business unit operations; or equivalent combination of education and experience.

Language Ability:
Ability to read, analyze, and interpret general business periodicals, professional journals, and technical procedures. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

Math Ability:
Ability to add, subtract, multiply, and divide in all units of measure using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

Reasoning Ability:
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.

Computer Skills:
To perform this job successfully, an individual should be proficient in Microsoft Office applications, particularly Word, Excel, and Power Point; and have working knowledge of ERP systems, database software, and contact management systems.

Certificates and Licenses:
Current valid driver’s license and the ability to obtain a passport for travel as required by position.

Supervisory Responsibilities:
Directly supervises a team. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include hiring and training associates; planning, assigning, and directing work; evaluating performance; applying recognition and discipline as appropriate; addressing complaints and resolving problems; and developing associates through coaching, counseling, and mentoring. Ensures effective communication with internal and external stakeholders.

Work Environment:
The work environment characteristics described here are representative of those an associate encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the associate is occasionally exposed to work near moving mechanical parts.

The noise level in the work environment is usually moderate.

Physical Demands:
The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The associate must frequently lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, distance vision and ability to adjust focus. While performing the duties of this job, the associate is regularly required to sit and talk or hear.

The associate is frequently required to stand; walk; use hands to finger, handle, or feel and reach with hands and arms. The associate is occasionally required to climb or balance; stoop, kneel, crouch, or crawl.

MULTIVAC Behavior Standard:
Maintain a positive work atmosphere by acting and communicating in a respectful manner with others at all times.