What are the responsibilities and job description for the Customer Service Administrator position at Performance Systems Integration LLC?
Job Description
Job Description
CUSTOMER SERVICE ADMINISTRATOR
Reports To : Customer Support Supervisor
Department : Customer Service
Direct Reports : None
FLSA Status : Non-exempt
Employment Type : Full Time
Pay Range : $18 - $22 per hour
Position Overview :
Responsible for front-line customer phone support, including answering basic scheduling questions, identifying high-value customers, calming upset customers, and escalating / routing calls as appropriate. Collaborates with managers, scheduling / billing administrators, and other office staff in delivering an excellent customer experience.
Job Responsibilities :
- Answer all incoming phone calls and route to the appropriate parties.
- Answer basic customer questions regarding currently scheduled appointments by looking up jobs in the Field Service Management software.
- Diffuse customer complaints and escalate to the manager when appropriate.
- Create jobs in our Field Service Management software for non-emergency customer service requests and notify the Scheduling Admin.
- Escalate emergency and high-value customer calls to managers or Scheduling Admins with a live transfer.
- Escalate changes to customer information in accordance with established PSI protocols.
- Assist Scheduling Administrators, Compliance Administration, and other departments as necessary.
- Some misc. local office duties may apply such as office supply ordering and mail collection.
- Greet customers and other visitors to the office and assist, if applicable.
- Other duties may include basic administrative tasks and related special projects as assigned
Qualifications :
Education & Certifications :
Experience :
Key Competencies :
Physical Requirements :
Working Conditions :
EEO Statement : Performance Systems Integration provides equal employment opportunities for all persons regardless of race, color, religion, sex, national origin, handicap, disability, ancestry, age, veteran status, marital status, sexual orientation, or any other protected group status as defined by law.
Salary : $18 - $22
