Customer Experience Coordinator

hace 1 día

Medellín, Antioquia, Colombia Superstaff A tiempo completo
About Superstaff

We're a dynamic team on the hunt for a seasoned professional to join our ranks as a Customer Experience Coordinator. This is a fantastic opportunity for someone who thrives in fast-paced environments, is passionate about delivering top-notch service, and has a knack for solving problems on the fly.


Job Overview

As a Customer Experience Coordinator, you'll be the go-to person for both internal and external customers, handling inquiries, resolving issues, and managing orders. Your primary objective will be to ensure that all communication with customers is courteous, cordial, business-like, and timely.


Responsibilities

  • Efficiently cover phones for service calls to ensure departmental service level agreements are being met.
  • Communicate with customers in a professional manner, utilizing well-written emails, chats, and texts that thoroughly address all questions.
  • Enter jobs on service tech schedules in the Client Field Service Management (FSM) software throughout the day based on daily incoming customer requests.
  • Directly interact with service techs and Field Service Management to maintain the efficiency of operation and maximize the scheduling time of techs.
  • Effectively escalate exceptions to the Coordinator and/or Field Service Management and provide support for problems.
  • Research information needed to handle requests for credit or billing problems.
  • Accurately enter basic part orders using manufacturer numbers or item numbers if needed.
  • Audit and accurately bill all service invoices using correct item numbers, quantities, and van stock.
  • Properly check all technicians' schedules in respective regions to ensure schedules are complete and all leftover calls are properly rescheduled.
  • Audit and accurately document discussions with customers, technicians, Territory Representatives, and Field Service Management in the Enterprise Resource Planning (ERP) and Benco Field Service Management software systems in a timely manner; effectively utilizing notes in providing quality customer service.
  • Keep management informed by providing accurate and timely information that ensures customers are served efficiently in meeting their expectations.
  • Assist with scheduling, coordinating, and follow-up tasks related to prescheduled maintenance and calibration service type requests.
  • Maintain a composed, confident, and professional manner in all situations, leading by example with a positive can-do attitude.

Benefits

We offer a competitive salary: $50,000 - $65,000 per annum, Monday to Friday, weekends off, hybrid schedule, full-time position, and a chance to grow with a dynamic team.

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