Customer Service Coordinator

Customer Service Coordinator

Job Description

Customer Service Coordinator

As a Customer Service Coordinator, you will be responsible for:

Owning the E2E planning for the allocation and deployment of field resources in a highly dynamic environment.
Applying critical thinking skills to ensure the consistent delivery of customer commitments while optimizing the utilization of field resources.
Owning customer communications E2E for all service events.
Navigating complex discussions with customers when scheduling appointments.
Management and application of prioritization logic that aligns with customer commitments.
Owning the deployment of field resources; is the decision maker, coordinates with field management displaying strong influencing & collaborative skills.
Manage capacity planning to meet cyclical demand ensuring delivery of customer commitments.
Ability to utilize problem solving skills when reprioritizing activities and resources to meet the requirements of a highly dynamic environment.

Customer Service Representative
This individual will effectively deploy resources within the service organization to ensure service activities are appropriately aligned with contractual agreements, directing large teams in the completion of highly variable work streams, while reducing potential scheduling conflicts which may delay resolution. They are accountable for delivering world-class customer experience by providing 24/7 support, and responsible for the timely and accurate scheduling of service events by properly communicating and managing time sensitive workload. This role will report to the Zone Operations Manager and will be part of a team focused on customer success.

Required Knowledge/Skills, Education, and Experience:
2-5 years’ experience in a customer relationship related role, in a fast-paced environment
Positive attitude and passion for customer service.
Successfully manage competing priorities while achieving key performance indicators and maintaining a high level of quality
Experience communicating ideas and rationale to internal teams and customers.
Must have excellent interpersonal skills, interact favorably with others and skilled at maintaining positive relationships while working to resolve problems and maintaining a high level of professional integrity.
Excellent organizational skills with an ability to manage time and prioritize based on impact and criticality of customer issue.
Strong PC skills (MS office software like Word, PowerPoint, Excel and Outlook)
Associate degree or equivalent experience required

Preferred Knowledge/Skills, Education, and Experience:
Ability to professionally investigate and respond to requests in a timely manner
Strong communication skills and are adaptable to change
Ability to think at a high level and apply business concepts.
Experience to anticipate customer needs.
A history of acting as a collaborative team player with cross-functional teams.
An interest in solving problems that don’t have obvious solutions.

Notes:
1 for 11-8pm & 1 for 10-7pm
Will be hybrid (3 days in the office)

VIVA is an equal opportunity employer. All qualified applicants have an equal opportunity for placement, and all employees have an equal opportunity to develop on the job. This means that VIVA will not discriminate against any employee or qualified applicant on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.