What are the responsibilities and job description for the Customer Service Coordinator I position at Tech Electronics?
Who is Tech Electronics?
We provide systems and services that help our customers work smarter, feel safer, and collaborate more effectively. Tech Electronics is a technology services organization headquartered in St. Louis, Missouri with seven offices across the Midwest.
At Tech Electronics, we specialize in low voltage life safety and communication systems in the education, healthcare, construction, government, commercial-industrial, SMB, and worship industries. From fire alarm installation and testing to security cameras and video surveillance, our tailor-made solutions deliver connection and protection.
Why Tech Electronics?
At Tech Electronics, we pride ourselves on bringing a unique family atmosphere to an ever-evolving technology marketplace. We recognize that our people made us special when we opened our doors nearly 60 years ago, and they continue to do so today.
We prioritize giving motivated individuals opportunities to find their gifts, develop their talents, and live their lives to the fullest. If you're looking for a job that's more than just a job, our Tech family is waiting for you!
What's in it for you?
- Health, Vision & Dental Insurance on DAY ONE
- Company cell phone
- Paid Time Off & Accrued Personal Time
- Tuition Reimbursement
- Long term & Short-term disability
- Generous Holiday Schedule
- Relaxed Family Culture
- Teladoc, SurgeryPlus, & other medical benefits
POSITION OVERVIEW
The Customer Service Coordinator position processes service requests received by telephone, website, and e-mail from customers. This position is responsible for providing a superior level of customer service and technical support by taking ownership of issues from initial work order creation to final resolution. This position provides initial troubleshooting and resolution support when possible.
FUNCTIONS OF THE JOB
- Receives and processes all customer requests for service on their communication system via telephone, website, or e-mail.
- Ensures all information is obtained from the customer so service personnel can properly resolve the issue within the first service call ensuring that we meet the customer's expectations regarding response and resolution time frames.
- Provides initial technical assistance to customers by addressing service issues across Tech Electronics' systems for all Tech offices as assigned or requested.
- Takes ownership of customer interactions, utilizing Service Desk procedures for follow-through, tracking and logging of all calls. Resolves customer inquiries in a timely manner and to 100% customer satisfaction.
- Serves as first point of escalation for customers; escalates technical issues to manufacturer or Senior Help Desk Specialist as needed.
- Communicates chronic system application problems and issues, as identified by customers to Customer Experience Manager for escalation and resolution.
- Works on special projects to improve service levels and support Service Desk initiatives as assigned or requested by management.
- Determines whether calls will require additional manpower, remote support, and orders parts as necessary.
- Obtains industry and/or manufacturer certifications as required by their manager; proactively reviews and assists their manager in the development of their own education and certification plan.
- Maintains a favorable working relationship with all employees and managers to promote a cooperative and harmonious working environment in order to facilitate positive employee morale, productivity and continued improvement.
POSITION QUALIFICATION REQUIREMENTS
The following are the minimum qualifications an individual needs in order to successfully perform the duties and responsibilities of this position. The requirements listed below are representative of the knowledge, skill, and/or ability required.
Education:
- Associates Degree in electronics, computer science, information sciences and/or equivalent work experience.
Experience:
- Two years working in the service industry of technology systems and/or two years' help desk support experience.
Certifications:
- Comptia A Certification is a plus!
We're an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.
We are a drug free workplace. Employment is contingent on passing a drug test.
