Customer Service Coordinator 2

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Preferred Hiring Terms

Full-time Employee

Location(s)

Pennsylvania

Audubon

Starting Date

Pay Rate & Details

Qualifications

Other Requirements

Job Description

ACI, a QualTek company, provides a wide range of cable and internet fulfillment services to telecom providers, including installation maintenance, projects, and upgrades.

ACI offers medical, dental, vision and medical/dependent care flexible spending accounts. We also offer additional benefits including life and disability insurance, a 401k, paid vacation & sick time.


Job Description and Responsibilities:

The Customer Service Coordinator 2 is the ultimate customer advocate and is responsible for directly handling customer escalations and customer facing damage claims. This position will work to exceed customer expectations by efficiently and compassionately delivering the best resolution possible for the customer and the Company while ensuring compliance with all service level agreements.


Primary Responsibilities:

Field and handle all customer escalations through to resolution; engage other internal departments as necessary

Provide timely assistance to customers over multiple lines of business via the appropriate internal systems/process

Own the data integrity, assigned tickets, internal communication and customer issues through to resolution

Manage data and report on data utilizing internal workforce management systems and trackers

Provide resolution updates as necessary to the Customer Service Director and escalate high risk customers and/or damage claims

Execute customer relations improvement projects developed by department management

Recommend process improvement solutions to the Director of Customer Service to better meet established standards as well as communicate best practices

Other duties as assigned



Requirements:


Education:

Associates Degree plus 3-5 years’ experience and/or training; or equivalent combination of education and experience


Experience:

Minimum of 3-5 years of related experience inbound/outbound call center environment


Technical Skills:

Microsoft Office proficiency (Outlook, Excel, Word, PowerPoint)

Heavy data base entry and word processing daily in Microsoft Excel, Outlook and Adobe

Ability to utilize internal order processing system and workforce management system


Soft Skills:

Ability to multi-task and work in a fast paced environment under tight deadlines

Skill in prioritizing, monitoring, and reviewing work assignments

Must possess strong verbal and written communication skill

Interpersonal skills necessary to develop and maintain effective and appropriate working relationships with customers, co-workers, and representatives of other agencies.

Highly organized and detail orientated

Ability to remain calm in stressful situations and to manipulate calls when necessary to gain essential

Above average decision making and problem solving skills


Physical Requirements:

Must be able to pass pre-employment screening that includes background and drug testing

Sitting at a desk for 8-10 hours a day

Working on a computer for 8-10 hours a day

Weekend shifts may be required



EOE

Contact Information

Cancelled/Expired Listing
Listed: 4/12/2019
Expires: 7/11/2019