Job Description

Responsible for providing world class customer service and ensuring that customer requests are logged, tracked and followed up on efficiently and timely. Developing deep partnerships with our customers by earning their trust and being responsive to their requests. First line of Defense for all customer and internal inquires. Triage any service request to give an immediate resolution.

ESSENTIAL FUNCTIONS AND BASIC DUTIES

• Take Phone calls and book service requests and orders into service dispatch software
• Assist customers with service request or orders through email requests
• Track service requests, Vendor orders and provide customer with up to date and timely information
• Billing and invoicing of service calls and orders
• Effectively work with other members of TIBA to meet customer requests and expectations
• In conjunction with Satellite Office Managers prioritize service calls to meet customer's expectations
• Make sure that any customer requests are passed to the appropriate department.

PERFORMANCE MEASUREMENTS

• Service calls are booked quickly and information is collected accurately
• Customers are thoroughly communicated status of open service calls or orders
• Billing and invoicing is done timely and accurately
• Develop Customer relationships creating a professional partnership

QUALIFICATIONS

• High School diploma or equivalent.
• Basic knowledge operating phone and computer systems.
• Previous Customer service experience.

SKILLS/ABILITIES

• Strong interpersonal and relationship building skills.
• Organized, self motivated, and fast paced.
• Excellent communication skills.
• Accurate and detail oriented. Well organized.
• Professional communication both written and spoken.
• Strong sense of urgency.

MENTAL ACTIVITIES AND REQUIREMENTS OF THIS POSITION

REASONING ABILITY: Ability to interpret and combine information from a variety of sources.

MATHEMATICS ABILITY: Must be strong in general math skills and logic.

LANGUAGE ABILITY: Ability to use passive vocabulary of 5,000-6,000 words; to read at a slow rate; define unfamiliar words in dictionaries for meaning, spelling, and pronunciation. Ability to write complex sentences, using proper punctuation, and using adjectives and adverbs. Ability to communicate in complex sentences; using normal word order with present and past tenses; using a good vocabulary.

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