Area Customer Service Coordinator

Area Customer Service Coordinator
Pella, IA (onsite)
3+Month Contract

Overview

Under the direction of the Enterprise Services Manager (ESM) or Area Operations Manager (AOM), supports daily operations, implementations, expansions, and administration of Managed Services Accounts of varying sizes within an assigned operational area. Provides customer support at external customer/client facilities and assists with service delivery, account requirements, operational procedures, and customer satisfaction. Supports multiple locations as needed for vacations, absences, training, implementations, and other operational requirements.

Responsibilities

• Support daily operations and all contracted services at customer accounts within the assigned geographical area.

• Assist management with process improvements, procedural testing and validation, and compliance with operational best practices.

• Support Field Implementation Managers with new customer account implementations and service expansions.

• Assist with onboarding new team members and cross-training peers.

• Develop Site Procedure Guides, share best practices across the geographical area, and routinely inspect guides for accuracy and compliance.

• Maintain knowledge of all contracted services and account service delivery requirements.

• Perform daily visual inspections of site services and ensure compliance with safety requirements.

• Provide feedback on site experiences through surveys and other tools to improve internal and external customer experiences.

• Cover onsite staff absences, vacations, training, implementations, and site management duties as required.

• Provide, execute, and support all aspects of contracted services while traveling between customer accounts.

• Maintain a customer-focused environment and support customer satisfaction by gathering end-user feedback.

• Escalate customer issues to the ESM/AOM and support resolution through completion.

• Communicate effectively and respond promptly to customer and end-user inquiries.

• Collect operational data and use appropriate tools and methods to complete Monthly Operations Reviews as directed.

• Perform mail delivery, printing, document assembly, phone support, toner replacement, and service call placement for equipment.

• Maintain accurate monthly expense reports and submit them promptly using the correct expense codes.

• Perform other duties as assigned.

Requirements

• High school diploma and at least 12 months of related work experience; post-high-school education is encouraged and preferred.

• Valid, violation-free driver's license, reliable personal transportation, and minimum auto insurance coverage as required by company policy.

• Must have a personal car and be willing to drive frequently between multiple customer locations; mileage is reimbursed.

• Ability to cover accounts approximately 40–50 miles apart and travel between locations on the same day as business requires.

• Intermediate proficiency in Microsoft Word, Excel, Outlook, PowerPoint, and other common software applications.

• Ability to manage files, navigate network production folders, and use computers effectively.

• Strong customer service, oral communication, teamwork, and interpersonal skills.

• Ability to adapt to changing situations, remain flexible and motivated, and work with a sense of urgency.

• Basic math skills and sound judgment when making decisions and solving problems.

• Ability to perform repetitive tasks according to established procedures, sequences, and schedules while maintaining quality and productivity standards.

• Ability to understand written and verbal customer instructions and communicate them effectively to site resources.

• Ability to resolve customer-related issues, troubleshoot problems, and coordinate solutions.

• Knowledge of account services to support job scheduling.

• Ability to work under pressure, learn quickly, and maintain positive, productive relationships with coworkers.

• Ability to work flexible schedules, typically Monday through Friday, 8:00 AM–5:00 PM, with some locations requiring starts as early as 6:00 AM, work until 7:00 PM or later, or weekend availability.

• Ability to stand, walk, bend, reach, stretch, climb, and perform other physical activities as required.

• Ability to lift or move items weighing up to 50 lbs. and push or pull wheeled equipment weighing up to 400 lbs. when necessary for repairs.

• Ability to walk between buildings and travel frequently by car to alternate work locations, potentially resulting in longer commute times.

• Ability to perform tasks requiring moderate dexterity, keyboard and calculator use, hand tools, eye-hand coordination, and close vision.

• Ability to work in office and warehouse environments with adequate lighting and ventilation and normal temperature and noise levels.

• Ability to interpret, comprehend, and apply complex materials, data, and instructions and prepare, provide, and communicate varied information.

• Ability to work in conditions that may occasionally expose employees to risks of minor cuts.