| • |
Conduct new customer training. |
| • |
Maintain a close working relationship with the staff that supports your customers. |
| • |
Maintain an open line of communication with Sales. Ensure they are made aware of the following:
• Contractual issues and potential contract opportunities.
• Operational and facility issues impacting the customer’s production service.
• Requests for credits resulting from service issues |
| • |
Work with the Implementation team on new contracts or add on services. |
| • |
Conduct regularly scheduled meetings with the customer to review issues, open change requests, upcoming planned events, and satisfaction issues. |
| • |
Keep customer informed of any issues that may impact their service. |
| • |
Ensure appropriate root cause outage analysis is completed on behalf of the customer for critical service impacting events. |
| • |
Escalate issues to Management level as appropriate |
| • |
Remain familiar with existing products and services, as well as new services once defined. |
| • |
Keep the Customer Service reporting system up-to-date. |
| • |
Assist in mentoring Customer Care Specialists. |
| • |
Additional projects or tasks as assigned by your Manager. |
| • |
Bachelors Degree or equivalent work experience. |
| • |
2+ years customer service experience working directly with customers. |
| • |
2+ years technical experience in a customer centric company. |
| • |
Excellent written & verbal communication skills. |
| • |
Excellent organizational & time management skills. |
| • |
Good project management skills. |
| • |
Good problem solving & decision making skills. |
| • |
Good PC skills, word processing, spreadsheets. |
| • |
Understanding of current information technologies. |
| • |
Ability to learn quickly & work independently. |
| • |
Ability to handle multiple tasks in a fast paced, changing environment. |
| • |
Ability to gain & maintain trust. |
