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B2B Care SSR

1 month ago

Ridgefield Park, United States Transcend Solutions Full time

B2B Care SSR (Specialized Service Representative) - 13178

Length of Assignment: 6+ Months

Location: Ridgefield Park, NJ

Schedule: Hybrid – Monday – Thursday Onsite, Friday WFH


Top 3 Skills:

  • Account Management
  • Issue Resolution
  • Data Analysis


Summary:

The B2B CARE SSR (Specialized Service Representative) Assistant is responsible for carrying out many of the organization’s Outdoor LED customer-facing responsibilities including review and management of Pro Sports videoboard display issues, problem identification and resolution, coordination with Customer, Care leadership, NOC (Network Operating Center), and SSR stakeholder team. Perform other relation customer service functions as required. The Service Representative is responsible for post sales account management and support. The SSR will interface between customer, stakeholders, and technical tier resources to ensure internal and external communication is tracked and resolved efficiently and to the highest standard.


Role & Responsibilities:

  • Monitors daily performance of Outdoor LED displays for timely service to customers
  • Ticket status report preparation for senior leadership and customer updates
  • B2B CARE Outdoor LED customer issue resolution and administrative support
  • Display problem discovery, resolution planning, project tracking, and documentation
  • Cross-departmental collaboration to provide B2B customer satisfaction
  • Development and improvement of B2B service processes to meet B2B CX expectations
  • Strategical thinking and collaborative preparation for team’s SLA targets
  • Day-to-day operational, procurement, logistics, and warranty renewal support


Skills and Qualifications:

  • 5+ years of related customer solution, administrative, and project management experience
  • Must have experience with Microsoft Standard Office Suite
  • Must have demonstrated project and program management skills
  • Proven experience successfully planning and executing large projects and/or events
  • Ability to create effective relationships, influence and collaborate internally and externally
  • Must have the ability to manage complex resolutions in a fast paced and ambiguous enviroment