Service Administrator

A Stanley Elevator Service Administrator provides support and solutions on a daily basis to customers, management, and field personnel.

Responsibilities:

· Work on a daily basis in Stanley’s field service system (salesforce.com opening calls, closing calls, and maintaining customer contact and contract information

· Open and maintain customer accounts by recording account information

· Assist in resolving service problems by clarifying the customer's complaint; determining the cause of the problem; working with management and the field to select and explain the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution

· Assist in scheduling with customers related to monthly state test requirements

· Contribute to team effort by accomplishing related results as needed

· Manage large amounts of incoming calls

· Identify and assess customers’ needs to achieve satisfaction

· Build sustainable relationships of trust with customers and coworkers through open and interactive communication

· Provide ACCURATE, valid and complete information by using the right methods/tools

· Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution

· Keep records of customer interactions, process customer accounts and file documents

· Follow communication procedures, guidelines and policies

· Go the extra mile to engage customers

· Use telephones to reach out to customers and verify account information

· Greet customers warmly and ascertain problem or reason for calling

· Cancel or upgrade accounts

· Take payment information and other pertinent information such as addresses and phone numbers

· Answer questions about maintenance contracts, warranties or terms of sale

· Work with customer service manager to ensure proper customer service is being delivered

· Close out or open service calls

· Assist with the monthly contract price escalation and renewal process

· Assist with managing customer online contract and billing portals

Requirements:

· Proven administrative support experience

· Proven track record of accurate data entry and attention to detail

· Strong phone contact handling skills and active listening

· Familiar with field service systems and practices

· Customer orientation and ability to adapt/respond to different types of characters

· Ability to multi-task, prioritize and manage time effectively

· High school diploma or equivalent; college degree preferred

· Proficient in basic administrative functions and skilled in the use of office equipment and computer software including Microsoft Word, Excel and Outlook.

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· Ability to manage and prioritize tasks/projects with little supervision.

· Excellent written and verbal communication skills.

· Trade related services background preferred.

· Professional appearance and manner.

· Typing speed minimum of 45-50 wpm.

Necessary Attributes:

• Candidate must possess Stanley’s Core Values: Honesty, Reliability, and Personal Service.
• Positive attitude.
• Ability to work independently and as part of a team.
• Respect for confidential information; good judgment.
• Accurate and detail-oriented.
• Ability to work in a fast-paced environment and prioritize effectively.
• Dedicated and hard-working.
• Takes initiative within area of responsibility.

Working Conditions:

This is a full-time in-person position. Work hours are Monday through Friday, 7:30am to 4:30pm. While performing the duties of this job, the employee is regularly required to sit for long periods of time; talk or hear; perform fine motor, hand and finger skills in the use of a keyboard, telephone, or writing. The employee is frequently required to stand; walk; and reach with arms and/or hands. Specific vision abilities include close vision, distance vision, depth perception and the ability to adjust focus. The employee will spend their time in an office environment with a quiet to moderate noise level.

EEO Statement:

Stanley Elevator Company, Inc. is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, gender identity, or any other characteristic protected by law.

Job Type: Full-time

Pay: $70,000.00 - $80,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Parental leave
• Tuition reimbursement
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Ability to Commute:

• Merrimack, NH 03054 (Required)

Ability to Relocate:

• Merrimack, NH 03054: Relocate before starting work (Required)

Work Location: In person

Salary : $70,000 - $80,000