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Client Services Field Administrator

2 months ago

North Dartmouth, United States Aventiv Technologies, LLC Full time
Welcome to Aventiv Technologies, LLC

** This position is eligible for employee referral. **

**Work schedule includes 2 days at one location and 3 days at another. **

**Travel is a requirement for this position, with a monthly stipend and mileage reimbursement available.**

Job Overview:

The Field Service Client Administrator (FSCA) is responsible for cultivating a trusted advisor relationship with facility personnel. This role serves as the primary contact for overseeing daily services and support requirements in their designated area, with a focus on enhancing customer loyalty and satisfaction. The FSCA will deliver high-quality and prompt customer service to various stakeholders associated with correctional facilities, Securus staff, and partners. Responsibilities include performing minor maintenance and repairs on kiosks, telecommunications equipment, associated computers, networking, and electronic devices. Additionally, the FSCA ensures data integrity and the proper functionality of all Securus products on-site.

Key Responsibilities:
  • Act as the main liaison between on-site facility staff, Account Management, and other Aventiv personnel.
  • Investigate issues reported by agency staff to achieve resolution or escalate to the appropriate department.
  • Assist, monitor, and escalate issues as necessary with other internal teams.
  • Communicate client requests and issues internally to facilitate resolution.
  • Open, address, resolve, and track service tickets, keeping customers and Aventiv personnel informed of service-impacting issues.
  • Maintain a strong partnership and regular communication with Account Management.
  • Ensure high levels of client satisfaction through exceptional customer service and support.
  • Attend on-site meetings as directed by facility leadership.
  • Provide basic technical support functions and product training as needed or requested by clients.
  • Travel to nearby facilities within an assigned region with minimal notice as a backup.
  • Assist Technical Support in maintaining computer hardware, software, and other equipment by providing troubleshooting results.
  • Perform maintenance on kiosks, including keyboard, USB replacement, and camera adjustments.
  • Oversee the rollout of services for newly acquired clients to align interests.
  • Manage and maintain assigned company inventories and assets (tablets, accessories, tools, parts inventory, laptops, etc.).
  • Distribute tablets and accessories to approved individuals.
  • Collect and analyze customer statistics and trends to inform future account behavior and opportunities.
  • Understand systems, training, and support needs for the assigned client base, referring them to the Account Manager and internal Customer Training as necessary.
  • Perform additional duties as assigned.
Required Skills and Qualifications:
  • Excellent verbal and written communication and presentation skills.
  • Ability to interact with colleagues and business contacts in a professional manner.
  • Capability to build ongoing rapport with clients and gather relevant information.
  • Ability to work under pressure, meet deadlines, and manage conflicts positively.
  • Strong relationship management skills.
  • Proven ability to handle multiple projects simultaneously while maintaining attention to detail.
  • High level of problem-solving, conflict resolution, and negotiation skills for both external and internal customers.
  • Demonstrated ability to communicate, present, and influence effectively at all organizational levels.
  • Must thrive in a fast-paced environment where problem resolution times are critical.
  • Strong data analysis and integration skills.
  • Ability to manage time and information effectively with minimal supervision.
  • Excellent organizational and time management skills.
  • Ability to prioritize and respond to multiple conflicting tasks.
  • Flexibility and enthusiasm for learning new skills and problem-solving.
  • Proficient in using small hand tools for repairs.
  • Willingness to travel as needed.
  • Proven ability to develop and execute strategic account plans.
  • Must embody the company's cultural values.
Minimum Qualifications:
  • High School diploma or equivalent.
  • Ability to travel between facilities.
  • Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint) and capability to learn new technologies.
  • Ability to work effectively in a dynamic, fast-paced, and collaborative environment.
Preferred Qualifications:
  • Relevant experience in technology or telecommunications.
  • Experience in a client relations role.
Physical Requirements:
  • Regularly required to stand, sit, talk, hear, and use hands to operate various office equipment.
  • Occasionally may need to reach, stoop, or kneel.
Compensation and Benefits:

At Aventiv Technologies, our compensation and benefits are designed to support you as a whole person. We offer a competitive salary range based on experience and qualifications, ensuring your unique contributions are recognized.
  • $21.65 per hour based on experience.
  • Mileage and monthly stipend provided for travel.
  • Health Insurance.
  • 401(k) plan.
  • Disability coverage.
  • Life Insurance.
  • Paid Time Off.
  • Voluntary Benefits.
Aventiv Privacy Policy:

Equal Employment Opportunity:

Aventiv is proud to be an equal opportunity employer. All decisions regarding recruitment, hiring, promotion, assignment, training, termination, and other employment terms will be made without regard to race, color, national origin, biological sex, sexual orientation, gender identity, gender expression, gender presentation, religion, age, pregnancy, disability, work-related injury, veteran status, genetic information, marital status, or any other factor protected by law.