Description
Summary:- The Service Coordinator will be responsible for answering and responding to customer calls and station outages as they are received.
- He/she will be expected to independently diagnose and respond to these service concerns in both a prompt and professional manner.
- He/she will also be expected to maintain an open dialogue with field personnel and other team members to ensure these service
- concerns are followed up on as needed.
- These calls are related to technical support of CNG stations, using custom applications to provide solutions to issues.
- Typically resolves straightforward problems or problems that have routine solutions; limited independent discretion
- Operates under direct supervision.
- Serve as the frontline for customer calls and/or service requests, providing support to the Operations and IT teams by identifying and communicating the root cause of issues at our stations.
- Routinely monitor operations at our stations to proactively identify equipment issues and address these issues before they escalate to a customer call.
- Actively maintain a log of all customer calls received and equipment issues identified while on shift.
- Manage "open" issues by following up with field personnel, and close out "open" issues as needed.
- 3+ years Customer Service with Experience in all of the Following: Verbal/Non-Verbal Communication Skills, Phone Management, Time Management, and Learning/Following Protocols & Guidelines
- 3+ years Computer Skills Including all of the Following: Basic Data Entry Skills, Basic MS Office, IE, and Windows 7
- Previous customer support experience involving technical support of custom applications in a call center environment would be ideal. (ex: cable, satellite, wireless and other technical support experience ideal)
- High school degree