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Addison

    Customer Care Representative - Addison, United States - Sun Technologies

    Sun Technologies
    Sun Technologies Addison, United States

    6 days ago

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    Description

    Job Title : Customer Care Representative Required Skills : WCS, Vocational Certification and Microsoft Office Location : Addison,Texas **Job Description**

    **Responsibilities:**

    Position responsible for ensuring contractual obligations with customers are met on a work order and systems basis; Coordinates activities associated with product/service resolution issues.

    Required to have maintain working relationships with all WCS operations-focused groups, including but not limited to:

    Field Support Centres, Field Operations Management (primarily TMs), the Worldwide Service Logistics organization, the Billing Operations Centre and Customer Advocates, 3rd party contractors, Depot Repair centres, and Customer Care Centres.

    Must have a thorough understanding of WCS systems, operations and policies, and customer contract specifies that are used to resolve customer problems.

    Required to coordinate WCS internal projects for the customer.

    Assist AS 3-4s, TMs, and/or ESMs in the following areas: Service Delivery and Service Fidelity, Evaluate ongoing effectiveness of Parts Plan with the Logistics Analyst & provide updates.

    Communicate specific SLA (service level agreement) requirements to international locations; Actively assist in SLA commitments including running the SLA monitoring tool daily; Analyse account-specific subcontractor performance and match to SLA requirements for compliance.

    Provide information to the Logistics Analyst for account-specific Parts Plans; Update the Account Support Plan as required.

    Assist with determining Out-of-Scope services rendered to the customer; Attend vendor and customer meetings when required.

    Provide input to the Customer Specific Service Aid Mini Manual (SAMM).

    Perform analysis on all penalties for all Client service delivery contracts subject to penalties.

    Run Standard and ad hoc Reports; Gather information for the Critical Care Process when needed; Ensure customer data integrity in D1 for service delivery, billing and customer reporting.

    Work with customer help desks on specialized SLA management activities, when normal Client processes are failing; Maintain customer relations and observe customer process change.

    Assist with accounts receivable management; Run queries for margin improvement.

    Fast-paced, team environment working with internal networks and the external customer.

    **Qualification:**

    Technical/Vocational Certification Administrative experience, analytical, and/or technical experience.

    preferably within WCS Demonstrated proficiencies with Microsoft Office Suite software.

    Experience : 3-5 Years

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