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Customer Support Specialist

2 months ago

Collegeville, United States The Fountain Group Full time

Job Description:

  • $25.00/HR based on experience
  • 3-month contract to hire (Based on performance/budget) (Hybrid position - 2/3 days in office)


Main Responsibilities:

  • General Customer Support:
  • As necessary, refer customer to the correct internal professional to ensure the most effective escalation, transfer, or reassignment path, achieving resolution and customer satisfaction.
  • Service Scheduling and Processing:
  • Monitor & respond to customer requests ensuring effective communication
  • Process requests for equipment service
  • Schedule regular maintenance and record all event activities in applicable CMMS
  • Communicate timely program information to selected service providers to ensure satisfactory delivery of services
  • Monitor & respond to customer requests, ensuring response times are within the requirements identified in the customer Statement of Work and Service Level Agreement.
  • Review and schedule preventive maintenance and other scheduled compliance activities (OQ, PQ and validation) and dispatch, accordingly, coordinating scheduling meeting customer requirements.
  • Follow up on service events to confirm the event has been completed and the customer is satisfied.
  • Utilize applicable CMMS, to capture pertinent detail regarding the event.
  • Complete follow-up transactions in an organized, detailed, efficient manner, meeting deadlines. Data entry is accurate and errors minimal.
  • Work with service delivery team to ensure service delivery goals are met
  • Maintain training and compliance in areas of health and safety, security, environmental and operational aspects of daily activities in the working environment
  • Coordination:
  • Responsibility to provide visibility to accuracy of data in comparison to process, metrics and KPI
  • Presentation of results to manager
  • Point of escalation within the Customer site teams
  • Point of contact within the team to share and implement best practice & training opportunities
  • Communication:
  • Ability to articulate with technically oriented people, quickly establish rapport, gain their confidence, respect and trust.
  • Communicate timely program information to selected service providers to ensure satisfactory delivery of acquired services and materials.
  • Discuss troubleshooting/repair situations with service providers or customers, in a professional, cost effective manner, utilizing poise, tact and diplomacy to obtain cooperation and results.
  • Monitor open requests, working to achieve closure, and meeting metrics requirements.
  • Escalate problems to manager or the appropriate program leader or customer program contact for strategy development and participation as appropriate.
  • Follow up to ensure that all questions/requests/customer commitments are responded to or resolved to the customer's satisfaction.


Qualifications:

  • Minimum HS Diploma/GED required.
  • Minimum 2 years with A.S, 4 years with HSD/GED.
  • Background in service / maintenance coordination, vendor management helpful, mostly administrative in nature but heavy communication involved.
  • Excellent verbal and written communications skills
  • MS Office experience.