Area Customer Service Coordinator - Boston, United States - Vminds Technologies Inc

Vminds Technologies Inc

Verified Company

Boston, United States

1 week ago

Posted by:

Mark Lane

beBee recruiter

Description

Shift timing
08:00 am to 5:00 pm (Mon to Fri)

Job Type:
Temp to engage

Roles & ResponsibilitiesUnder the direction of the Enterprise Services Manager (ESM) or Area Operations Manager (AOM)
this key position supports daily operations, implementations, expansions, and administration of all
Managed Services Accounts within an assigned operational area with varying sizes. Undertaking all
customer support tasks in external customer/client facilities
The Area Customer Service Coordinator is responsible for a broad knowledge of client Service
Excellence Methodology, complete knowledge of account service delivery requirements and client
portfolio of offered solutions.
Delivers operational support by assisting MS leadership by supplementing onsite personnel at
various customer locations performing a wide range of duties requiring a versatile skill set and ability
to adapt to varying industries. Additionally, they are required to support various locations for reasons
that may include vacation, absences, training, implementations, etc. throughout assigned operational
area.

Job

Responsibilities:

An integral member of the service team by supporting the daily operations for all contracted

services at customer accounts within a geographical area

Assists management with process improvement, procedural testing and validation and ensuring

field compliance with operational best practices.

Support the Field Implementation Managers with the implementation of new customer accounts

and service expansions.

Assists with onboarding new team members and cross training peers
Assists with the development of Site Procedure Guides and sharing best practices throughout

geographical area.

Routinely inspects Site Procedures Guide for accuracy and compliance
Knowledgeable of all contracted services within assigned customer accounts
Performs daily visual inspection of site services and client and customer compliancy to safety.
Provide feedback on site experience via survey tool or any other forms to help improve the

customer experience, internal and external.

May require "standing in" for absences or vacations of the onsite resources, that may also include

site management.

Provides, executes, and supports all aspects of services, which entails traveling to and from

various accounts.

Creates and maintains a customerfocused environment
Responsible for customer satisfaction by engaging enduser feedback.
Responsible for escalating customer issue to ESM/AOM and support the resolution to

completion.

Communicates effectively and responds quickly to customer and end user communication
Collects data and is knowledgeable of the tools and methods used for the completion of the

Monthly Operations Review as directed

Performs other duties as assigned

Minimum QualificationsRequires high school diploma plus 12 months of related work experience. Post High School
education encouraged and preferred

Could be required to move locations in one day should the business require it. Also, ability to

cover accounts between 40-50 miles

May require valid, violationfree driver's license along with reliable transportation and minimum

levels of auto insurance coverage per client policy.

management and navigating to network production folders.

Must maintain and accurately submit monthly expenses in a timely manner following proper

coding requirements. Possesses ability to work in a team environment by maintaining positive, productive relationships
with co-workers

Possesses ability to adapt to changing situations, flexibility, high motivation, and sense of

urgency.

Possesses basic math skills.
Possesses judgment in making sound justifiable decisions and taking action in solving problems.
Possesses ability to perform repetitive work by continuously executing different tasks according

to set procedures, sequence or pace while maintaining quality and output standards.

Possesses commitment to task by having started and persisted with specific courses of action.
Possesses excellent oral communication skills by being able to clearly present information

through the spoken word in positive and negative circumstances.

Possesses working knowledge of account services to facilitate job scheduling.
Possesses ability to comprehend written and verbal instructions from customers and effectively

translate to site resources

Possesses ability to resolve customer related issues.
Possesses ability to troubleshoot and coordinate problem resolution.
Possesses proficiency in the use of Microsoft and computers.
Routinely may be asked to report to an alternate site on any given day which could result in

walking, driving or other modes of transportation to that alternate site and a longer commute time
that exceeds scheduled shift