CUSTOMER SUCCESS COORDINATOR

JOB TITLE:

CUSTOMER SUCCESS COORDINATOR

Primary Duties and Responsibilities:

• Efficiently schedules existing and new customer appointments for service & maintenance.
• Answers and triages all inbound customer phone calls.
• Completes real-time review of the schedule throughout the day to make sure the week ahead is looking smooth.
• Retrieves answering service and all other inbound scheduling communications in a timely fashion and responds to all inquiries in the same business day.
• Proactively manages the schedule during busy or slow periods, with support of the Office Manager.
• Communicates real-time information to technicians and customers.
• Prepares marketing, spreadsheets, letters, reconciliations, or other administrative work as requested.
• Works closely with Service Manager and Dispatch Coordinator to provide excellent customer service to our external and internal customers.
• Fields customer questions and complaints; when the issue is beyond the representative’s knowledge, forwards to the assigned specialist or other appropriate staff..
• Ensures that appropriate actions are taken to resolve customer’s problems and concerns.
• Maintains customer accounts and records of customer interactions with details of inquiries.
• Performs other related duties as assigned.

Skills and Abilities:

• Friendly demeanor over the phone, with a high level of customer service.
• Ability to prioritize tasks and appointment setting based on standard criteria provided.
• Exceptional organizational skills are essential.
• Ability to perform data entry in the Microsoft suite, Excel required.
• Demonstrated excellent communication, conflict resolution and interpersonal skills.
• Demonstrated ability to work as an effective team member and pitch in as needed.
• Computer skills and use of electronic devices for scheduling, invoice creation and communication to staff and customers required.

QUALIFICATIONS SUMMARY:

• Excellent telephone voice, great attitude, and work ethic.
• Computer experience is required.
• You must be able to multitask. This job involves managing multiple phone lines and maintaining a calm demeanor. Although experience in the trades is a plus, we will train those who possess the ability to multitask and provide wonderful customer service over the phone and to co-workers.