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Customer Support Coordinator

2 months ago

Maitland, United States CPT Network Solutions Full time

Primary Purpose/Position Summary:

The role of the Customer Care Coordinator is to provide exemplary service through CPT Portal by creating tickets and dispatching field technicians to sites within customer protocols.

Expectations for all CPT Network Solutions, Inc. Employees: Support the companys mission of providing outstanding service to our customers, while creating a positive and supportive work environment for fellow employees.

Job Responsibilities:

? Respond to customer service requests within established protocols.

? Assign qualified field techs to site within CPT guidelines.

? Negotiate field technician travel rates according to CPT guidelines.

? Ensure all required equipment is on site for tech.

? Order lifts from CPT supplier to perform the duties requested at the customers site

? Log all customer interactions in ticketing system following CPT procedures

? Call or email to confirm tech assignments.

? Communicating with customers through telephone or email.

? Identify and escalate situations following CPT procedures

? Research questions using available resources

? Stay current with company systems, information, changes and updates

? Enhance CPTs brand by identifying new and innovative ways to support CPT customers.

? Explore new opportunities for approaching work responsibilities

? Department hours are 7:00am- 8:00pm CT (coverage for 10:00am-7:00pm CT)

? Rotating on call weekend schedule. (paid stipend)

? All other duties as requested, delegated or assigned

Competencies: (required knowledge, skills, abilities)

? Excellent verbal and written communication skills

? Excellent customer service skills, professionalism

? Negotiation skills

? Advanced computer skills: Microsoft Outlook & Teams

? Adaptability and ability to work in a fast-paced environment

? Problem analysis/problem solving skills

? Excellent attention to detail and time measurement skills

? Self-motivated and self-directed

? Ability to multi-task

Education/Experience:

? Bachelors or Associated degree preferred

? 2 years of related experience preferred

Background Check: A criminal background check and reference checks will be conducted and may be a condition of hire. CPT Network Solutions is an equal opportunity employer that offers its team members personal growth, career advancement, job satisfaction as well as highly competitive salaries and benefits.