Customer Relationship Specialist
On-siteWesterville, Ohio, United States
Job Summary
Review, monitor, and ensure completion of all open work orders and service requests while scheduling and dispatching service events between Customer Engineers or Service Partners for an assigned territory. Handle escalated scheduling issues and after-hours escalations to meet customer/contract SLAs, actively seeking continuous improvements initiatives that impact customer care. Monitor scheduling efforts of the Regional team, generate reports to track workload, and proactively identify schedule risks to resolve critical potential issues. Assist the Manager in implementing new processes, coaching the team on performance, and maintaining regional PTO schedules. Work flexible hours including weekends in Westerville, Ohio, reporting weekly to the Manager, Customer Relationship Services.
Required Qualifications
- Bachelor's degree in business administration OR High school education with 5 years minimum same or similar work experience
- Minimum of 5 years customer service and coordination of service activities
- Self-motivated and possess the ability to lead and direct a diverse team
- Must be attentive, patient and strongly skilled in written and verbal communication; clear, professional, positive, and informative communication style
- High-level competence in multitasking, time management, organization, critical and analytical thinking, problem solving, and the ability to influence others
- Ability to thrive in a dynamic and collaborative environment and be comfortable with ambiguity
- Adapt quickly to changing priorities and customer needs
- Ability to persuade others in order to change undesirable behaviors and/or achieve the goals of the business
- Must be proficient in the business tools used to perform the job and have extensive knowledge of the businesses processes, people, and products
- Intermediate/advanced proficiency using Microsoft Excel software, including data analysis, pivot tables, etc
- Willing to work flexible hours, including before shift/after shift and weekends to support the business
- Reports in office full time Monday-Friday (Westerville, Ohio)
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