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Customer Service Coordinator - Atlanta - Avacend Inc
Description
:Job Title: Customer Service Coordinator
Location: Office Based (min 3 days) in Atlanta, Weekend Rotations required for customer support and downtime support – 3 days weekday onsite, M & F, Saturday and Sunday remote work..
Key Responsibilities:
• - **Customer Support and Issue Resolution: **
- Act as the primary point of contact for our clients who require assistance with coffee machine operations, troubleshooting, or other inquiries.
- Promptly respond to support requests via phone and email, ensuring timely resolution of customer issues.
- Escalate complex issues to the appropriate technical teams or vendor partners, while maintaining regular communication with clients.
- Monitor downtime on equipment and perform proactive outbound call to operators
• **Subject Matter Expert for Back-end support: **
- Manage Grid 2.0 for correct machine set up and reporting
- Support technicians in commissioning and equipment set up
- Escalate issues to the international helpline for resolution
- Manage payment portal and payment devices, support technicians and the Swipe team in device set up for customers
- Support master data updates from our equipment fleet and customer base
• **Service provider SLA: **
- Monitor open service calls and work with service providers and a fast resolution from open calls within SLA guidelines.
- Report on SLA performance per customer or service provider on a monthly basis
- Review parts usage and provide data for supply chain to minimize service interruptions in the field
- Continuously review processes and adapt based on the growth of the company, Create service bulletins and support documents in the form of videos, checklists or virtual refresher classes.
- Process and review warranty claims with OEM's
- Create WO's for service providers
- monitor and execute PM schedules with our service providers
• ** Sales Support Functions: **
- Support trade shows, customer field trials and market visits if needed
- Support customer roll outs in liaison with the sales team, marketing, supply chain
Qualifications:
• High school diploma or equivalent; a degree in business, service, engineering, or a related field is preferred.
• Proven experience in customer service, field service operations and technical support from technicians and our customers
• Excellent communication and interpersonal skills.
• Strong organizational and multitasking abilities.
• Computer skills to work with specific Costa software
• Proficiency in Microsoft Office Suite and salesforce applications- preferred
• Ability to work independently and as part of a team.
• Attention to detail and a proactive approach to problem-solving.
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Service Coordinator
Only for registered members Atlanta, GA
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Service Coordinator
Only for registered members Atlanta
-
Service Coordinator
Only for registered members Atlanta
-
Service Coordinator
Only for registered members Atlanta, GA
-
Service Coordinator
Only for registered members Atlanta
-
Client Services Coordinator
Only for registered members Atlanta
-
Field Service Coordinator
Full time Only for registered members Atlanta
-
Field Service Coordinator
Only for registered members Atlanta, GA
-
Office Services Coordinator
Only for registered members Atlanta
-
Field Services Coordinator
Full time Only for registered members Atlanta
-
Career Services Coordinator
Only for registered members Atlanta
-
Facility Service Coordinator
Only for registered members Atlanta
-
Office Services Coordinator
Only for registered members Atlanta, GA
-
Client Services Coordinator
Only for registered members Atlanta, GA
-
Career Services Coordinator
Only for registered members Atlanta, GA
-
Project Services Coordinator
Only for registered members Atlanta
-
Service Desk Coordinator
Only for registered members Atlanta, GA
-
Supportive Services Coordinator
Only for registered members Atlanta, GA
-
Member Services Coordinator
Only for registered members Atlanta, Georgia, , United States
-
Customer Service Coordinator
Full time Only for registered members Atlanta
-
Office Services Coordinator
Only for registered members Atlanta