Job Title: Client Service Coordinator
Type: Contract - 6 weeks or longer
Location: Will be trained at the Mississauga Office(1-2 weeks) and work remotely after training
Duration: 6 weeks -possibility of extension into perm
Start Date: January 30th 2023
Days/Hours: Monday to Friday 8AM to 5PM
Pay Rate: $20-22.00 an hour
Overview:
Reporting directly to the Operations Supervisor, the Service Coordinator (SC). A Service Coordinator identifies a client’s needs and oversees the delivery of the services within the context of the business. The foundation of this position is establishing processes to provide consistently high levels of customer service in a cost-effective manner. The role is well-suited to people who have a passion for providing excellent customer service, who possess strong interpersonal and leadership skills, and who enjoy working as part of a team.
Key Responsibilities:
Call Management:
Managing call flow process end to end
Review/Create incidents in the ticketing software
Assigning, updating, closing incidents
Ensuring deliverables and information is sent to clients
Completing all exceptional quotes within contracted timelines
Pre-Calls as required
Parts reconciliation as required
Completing billing requirements for all incidents
Ensuring contracted SLA/SOW obligations are achieved
Admin Duties:
Follow-up of work orders, RMA, pictures.
Reviewing and responding to escalations and client surveys
Updating issues tracker as required
Monitoring and improving tech utilization and margin
Identifying potential holes in the pool
Technician Review and Development
Training technicians on mobile application
Coaching technicians as required on SOPs
Review and coach back of escalations and fusion
Providing weekly/monthly/quarterly/annual feedback to technicians
Other duties as required
Core Training Requirements:
Diversity and Inclusion
Communication Skills
Emotional Intelligence
Conflict Resolution
Requirements:
Strong phone etiquette
Bilingual is an asset
Ability to speak and write clearly and accurately
Demonstrated proficiency in typing and proper grammar
Knowledge of relevant software computer applications and equipment
Knowledge of customer service principles and practices
Effective communication skills
Willingness to co-operate with others and work to the greater good
Multi-tasking capabilities
Available for rotating schedule (24/7 call center environment)