Client Services Field Administrator

2 weeks ago

Guilderland, United States Aventiv Technologies, LLC Full time
Welcome to Aventiv Technologies, LLC

Role Overview:

The Field Service Client Administrator (FSCA) is essential in fostering a reliable partnership with facility personnel. This position serves as the primary contact for overseeing daily service operations and addressing support requirements within the designated area, aiming to enhance client satisfaction and loyalty.


Key Responsibilities:
  • Act as the main liaison between on-site facility staff, Account Management, and other company representatives.
  • Investigate concerns raised by agency personnel to facilitate resolution or escalate to the relevant department.
  • Assist in monitoring and managing escalations with internal teams as necessary.
  • Effectively communicate all client inquiries and issues internally to ensure timely resolution.
  • Open, manage, and track service tickets, keeping clients and company personnel informed of any service-impacting matters.
  • Maintain strong communication and collaboration with Account Management.
  • Deliver exceptional customer service to uphold a high level of client satisfaction.
  • Attend on-site meetings as required by facility leadership.
  • Provide basic technical support functions, including password resets and user setup, as requested by clients.
  • Travel to nearby facilities within the assigned region, sometimes with short notice, to provide backup support.
  • Assist Technical Support in maintaining hardware and software by providing troubleshooting insights.
  • Oversee Kiosk maintenance, including keyboard and camera adjustments.
  • Manage the rollout of services for newly acquired clients to ensure alignment of interests.
  • Maintain and manage company inventories and assets, including tablets and accessories.
  • Collect and analyze customer statistics to identify trends that may inform future account strategies.
  • Understand the training and support needs of the assigned client base and refer them to the Account Manager and internal training resources as necessary.
  • Perform additional duties as assigned.

Qualifications:
  • High School diploma or equivalent.
  • Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint) and ability to learn new technologies.
  • Ability to travel between facilities as required.
  • Experience in a technology or telecommunications environment is preferred.

Skills and Attributes:
  • Excellent verbal and written communication skills.
  • Strong relationship management capabilities.
  • Ability to handle multiple projects while maintaining attention to detail.
  • High-level problem-solving and negotiation skills.
  • Ability to thrive in a fast-paced environment with strict deadlines.
  • Strong organizational and time management skills.
  • Flexibility and eagerness to learn new skills.

Physical Requirements:

While performing the duties of this role, the employee is regularly required to stand, sit, talk, hear, and use hands to operate various office equipment. The employee may occasionally need to reach, stoop, or kneel and must be able to lift up to 20 lbs regularly and up to 40 lbs occasionally.


Salary and Benefits:

Aventiv Technologies offers a competitive salary range based on experience and qualifications, along with a comprehensive benefits package including health insurance, 401(k), disability, life insurance, and paid time off.


Equal Opportunity Employment:

Aventiv is committed to being an equal opportunity employer. All employment decisions will be made without regard to race, color, national origin, biological sex, sexual orientation, gender identity, gender expression, religion, age, disability, veteran status, or any other protected status.

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