Service Coordinator
hace 11 horas
At Skidata México, we are seeking a highly skilled Service Coordinator - Support Specialist to join our Support Center team. This role is responsible for ensuring the optimal performance of our 1000 SKIDATA installations in North America. The successful candidate will be responsible for supporting customer service activities, enhancing productivity, and performing specific regions.
Key Responsibilities:
- Responsible for successful scheduling of service requests and primary point of contact on scheduling concerns, issues, or questions from internal or external customers.
- Effectively and efficiently plan and schedule preventative maintenance visits with the customers to ensure completion within the specified period; ensure departmental goals are met.
- Review list of open incidents daily, quoting, ordering requested parts, and follow up in purchase requests; work in conjunction with warehouse staff to ensure delivery of parts to technician/location.
- Provide customers with accurate schedules and ETA, when required and able; effectively manage the customer expectations; provide updates and follow-up information in a timely matter.
- Contact the customer on issues and concerns regarding any assigned service order and resolve any dispute. Address first level escalations; appropriately escalate higher-level issues to proper personnel; ensure exceptional customer service is maintained.
Requirements:
- A minimum of 5+ years' experience working in a service support environment working in a customer service, billing or accounting support role for a mid to large size company. Experience working in a high-volume call center preferred.
- Exceptional customer service skills.
- Solid math skills and the ability to make quick and accurate math calculations is essential for job success.
- Intermediate knowledge or background in accounting.
- Must have strong critical-thinking skills to be able to quickly analyze, isolate and resolve billing issues.
- Proficiency in Microsoft Word, Excel, PowerPoint, and experience using Service Management software or ERP system is a plus.
- Excellent communication skills (verbal and written).
- Fluency in English (verbal and written).
- Fluency in Spanish (verbal and written).
- Willingness and ability to travel.
- Must possess aptitude to learn new technologies.
Education / Experience:
High school diploma or higher educational degree (Associate's or BA/BS etc.) in Business or Accounting or related field. A minimum of 5+ years' experience working in a service support environment working in a customer service, billing or accounting support role for a mid to large size company. Experience working in a high-volume call center preferred. Or an acceptable equivalent combination of education and experience.
Schedule:
Monday through Friday - 9AM - 6PM
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