Customer Service Coordinator

4 days ago


Jacksonville, Florida, United States RF-SMART Full time
Job Description

At RF-SMART, we are seeking a highly skilled and detail-oriented Customer Service Coordinator to join our team. This role will be responsible for reviewing and ensuring timely and accurate updates are provided to customers on open and aging support cases.

The ideal candidate will have excellent analytical, communication, and organization skills, with the ability to work directly with our NetSuite Services and Customer Success and Support teams.

Main Responsibilities:

  • Review support cases daily and work with the Support team to ensure timely communication with customers.
  • Communicate as needed with Business Analysts and customers to facilitate case resolution, assisting with scheduling of meetings between customers and support team members.
  • Assist with data gathering and running reports that aid Support management presentations and daily/monthly KPI tracking.
  • Coordinate with Support leadership to reach out to customers as needed for mass communication efforts.
  • Upload customer webinars to the Knowledge Base.
  • Support Knowledge Base efforts by examining case data and compiling lists of targeted new topics.
  • Monitor base product release alerts and manage communication with customers waiting on newly released functionality.
  • Assist with communication and coordination of efforts to schedule updates of customers' software bundles.

Requirements:

  • An associate's degree in a related field or equivalent work experience.
  • Ability to triage Level 1 customer escalations.
  • A minimum of one year of work experience with professional services and implementation processes preferred.
  • ERP and functional systems experience preferred.

Skills and Abilities:

  • Excellent written and verbal communication skills.
  • Excellent presentation skills.
  • Customer satisfaction driven.
  • Advanced Microsoft Office skills.
  • Working knowledge of NetSuite and other relevant software applications.
  • Ability to work collaboratively and build strong relationships across departments.

Compensation:

This is a salaried position with an estimated annual salary range of $65,000 - $80,000 based on location and experience.

As a member of our team, you will enjoy a dynamic work environment and opportunities for growth and development. If you are a motivated and detail-oriented individual with excellent communication skills, we encourage you to apply for this exciting opportunity.



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