18 Nov
Customer Service Analyst
Vacancy expired!
job summary:
Purpose To provide superior customer service to PTG clients efficiently and effectively. Responsibilities Manage internal tracking system for service jobs including Sage boards, WorkMarket, Zendesk, and client Web Portals if necessary Troubleshoot service requests prior to dispatching technicians for service calls Create Scope of Work (SOW) for service dispatches Communicate SOW to Field Services for technicians sourcing Communicate SOW to technicians for efficient and timely dispatches Create and update Right-Hand and Left-Hand Side notes in Zendesk specific to each client supported Request set up for new clients through Accounting and ensure information is in all systems as required Create and update technician PO's in Sage Create and update Client SO's in Sage Follow Client Service Level Agreements (SLA) and communicate any concerns with meeting SLA's as they may arise Request technicians pre-sourcing from Field Services via Zendesk to HubSpot Determine best technicians to assign to a service dispatch based on qualifications and Scope of Service Request Manage costs for service calls to be within the approved budget as determined by each customer and per Service Level Agreements (SLA), as applicable Issue WorkMarket assignments to technicians or create SOW, COC, PO, etc. and send directly to technicians if outside of WorkMarket Communicate and confirm technician assignments to ensure successful dispatches Work with Engineering, as needed, to make sure proper equipment is being specified / quoted for replacements and / or enhancements Generate quote in Sage and obtain client approval, if necessary Coordinate the shipment of equipment, if necessary Ensure technicians successfully completed the service job; collect COC, pictures, etc. and confirm technician PO amount Communicate any issues or concerns relating to the client to Sales Upload all necessary documentation into the internal storage system Task the Business Manager to bill and close job out Qualifications NIMBLE Four (4) year college degree preferred Extremely detail oriented Plans and carries out responsibilities with minimal direction Excellent verbal and written communication skills Motivated, goal oriented, persistent, skilled negotiator; Possess strong problem-solving skills Ability to multi-task and handle stressful situations/deadline pressure; sense of urgency a must Advanced computer skills in MS Office (MS Word, Excel, PowerPoint, Outlook) location: Wixom, Michiganjob type: Contractsalary: $15 - 18 per hourwork hours: 8am to 5pmeducation: High School responsibilities:Really looking for administrative personSage boards, WorkMarket, Zendesk, - massive plus if they have experience with any of theseTry and max pay at 18 for bill rate purposesRepeitive tasks - entering shipping info to work markets and updatings sales ordersMostly working on computer - no phone communication with clientsCandidates with 3+ years admin or Customer service with admin responsbilites should work for submittalsFrom client:The job description is below and this role would be in office - could only last a month or so or could end up being a temp to hire situation depending on the fit and some business we expect to hit soon. The pay rate if they were to come on as a direct hire would be $16-21.50/hour depending on their experience. Although I'm interested in seeing all ranges of skillets we really could do with just an administrative type person that could take over the repetitive tasks (enter shipping info on Work Markets, beginning Zendesk tickets, updating open SO's, etc.) qualifications:- Experience level: Experienced
- Minimum 3 years of experience
- Education: High School
- Document
Vacancy expired!