Customer Service Coordinator 2
Full-time Employee
Pennsylvania
Audubon
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
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
x x x x Canceled/Expired Listing x x x x
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expires
job listing #81051 •
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