CUSTOMER SERVICE SPECIALIST
MADISON, CT
COMPENSATION 60,000.00 PLUS COMPANY BONUS
Our client is seeking a Service Coordinator to join the Service team to ensure that the customer’s needs are met in a service situation. At the same time, the Service Coordinator needs to ensure that all company policies and procedures are followed to promote the best interest of the company. Responsibilities • Primary point of contact for incoming service phone calls and emails. • Monitor service calls and emails to make sure customer has been assisted until full resolution. • Coordinate installations, routine maintenance calls, and service visits. o Makes travel arrangements when necessary. o Monitors invoices from field service engineers. o Enters information from service call reports into CRM database. • Coordinate the return authorization process o Issues return authorization numbers in the ERP System o Opens new cases in CRM for incoming equipment for repairs, return parts, or trade-in equipment. o Tracks all equipment coming into and leaving the building • Monitors open service cases, including all incoming repairs, in-house repairs, parts orders testing, parts on backorder. • Types all sales orders for parts orders and on-site service visits. • Maintains all device history records (device/service records), CRM database cases, and numerous spreadsheets. • Service Contract Sales Support • Service Sales Support Required Skills and Experience • Excellent verbal communication skills • Strong interpersonal skills, especially in conflict resolution situations • Able to work effectively with minimal supervision • Focused on providing quality customer service while keeping the company’s goals and focus in mind • Work closely with customers both nationally and internationally from a variety of different industries • Ensure that team priorities and goals are met and or exceeded • Must effectively use a variety of computer software to maintain client relationships, including CRM – SalesForce, ERP – Sage100, and Office applications Requirements An associate’s degree in a business-related field is preferred. Candidate must have at least 2 years of customer service experience and have the ability to work efficiently