The Branch Office Customer Service Representative will be handling day-to-day administrative and clerical functions. This person will ensure that we are providing world class customer service and support.
STRONG Customer Focus
Managing the daily route sheets to ensure all customer orders are assigned to a technician.
Notate the customer account every time a customer, tech or SU representative is contacted, attempted to be contacted, or calls the local office for assistance. Detailed account notes support our ability to deliver excellent customer service.
Informing techs if there are any changes in route
Keeping the office clean, neat and organized
Keeping all reporting up-to-date
Providing completion/status updates to Corporate Call Center throughout the day
Making pre and post calls to customers and assisting with scheduling future customer work orders
Monitoring route sheets to ensure all technicians are using the IVR system, staying on schedule and in contact with SU customers
Notifying customers if a technician is running behind schedule
Responsible for making sure every technician has turned in his/her payroll on time
Reviewing accuracy of payroll reports and ensuring all timesheet information is sent to the Corporate Office
Keeping local office management and corporate call center management informed of any sudden emergencies or issues in the field which could negatively impact the customer, technician or Satellites Unlimited.
Communicating with customers in order to address questions, concerns or special requests for service/equipment
At times, may need to assist with warehouse responsibilities as well
Provide overall support for the office and field force in order to meet the needs of the business.
Technology Level:Experienced in using Microsoft Office Excel and Word. The ideal candidate will have above average computer skills and be proficient in basic computer functions/navigation. This person should also have excellent typing skills, a general knowledge of working with and creating Excel spreadsheets, and the ability to operate a multi-line telephone.
Physical Requirements:Must be able to work sitting at a desk for extended amounts of time. Also, may be required to work standing for extended periods of time as well. There is minimal physical lifting in this position.
Communication and/or interactions required (other employees or non-employees):This position demands someone with a great deal of patience, customer care and an exceptionally positive attitude; someone who will work well with all team members including the local office, call center and Corporate Headquarters.
Education / Expertise / Special Skills / Abilities Required:Customer Service skills and the ability to multi-task in a fast-paced environment while demonstrating strong time management skills are a must.
Ideal behavioral characteristics / personality:The ideal candidate must live our SUI Core Values: Integrity, Customer Focus, Cooperativeness, Initiative and Reliability. This person should also be a proactive problem solver with sound judgment; well-organized, conscientious, and able to work a flexible schedule to meet the needs of the business.