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Client Services Field Administrator

2 months ago

Chattanooga, Tennessee, United States Aventiv Technologies, LLC Full time
Welcome to Aventiv Technologies, LLC

Position Overview:

The Field Service Client Administrator (FSCA) serves as a vital link between facility personnel and our organization, fostering a trusted advisor relationship. This role is dedicated to managing daily services and support requirements, aiming to enhance customer loyalty and satisfaction.

Key responsibilities include delivering exceptional customer service to various stakeholders associated with correctional facilities, as well as Securus personnel and partners. The FSCA will also perform minor maintenance and repairs on kiosks, telecommunications equipment, and associated technology, ensuring data integrity and optimal functionality of all Securus products on-site.


Core Responsibilities:
  • Act as the primary liaison between on-site facility staff, Account Management, and other Aventiv personnel.
  • Investigate issues reported by agency staff to facilitate resolution or escalate to the appropriate department.
  • Assist in monitoring and addressing escalations with internal departments as necessary.
  • Communicate client requests and issues internally to ensure timely resolution.
  • Manage and track service requests and inform clients and Aventiv personnel of service-impacting issues.
  • Maintain a strong partnership with Account Management to ensure high levels of client satisfaction.
  • Participate in on-site meetings as required by facility leadership.
  • Provide basic technical support functions, including user setup and password resets, along with product training as needed.
  • Travel to nearby facilities within the assigned region as required.
  • Support technical staff in maintaining computer hardware and software by providing troubleshooting assistance.
  • Oversee kiosk maintenance and ensure proper functionality.
  • Manage inventory and assets, including tablets and accessories, ensuring proper distribution to approved individuals.
  • Collect and analyze customer statistics to identify trends and opportunities for future engagement.
  • Understand client systems and training needs, referring them to the Account Manager and internal training resources as necessary.
  • Perform additional duties as assigned.

Qualifications:

Knowledge, Skills, and Abilities:

  • Exceptional oral and written communication skills.
  • Ability to engage professionally with co-workers and business contacts.
  • Strong relationship management skills and the ability to develop rapport with clients.
  • Proficient in managing multiple projects while maintaining attention to detail.
  • Effective problem-solving and conflict resolution skills.
  • Ability to adapt quickly to changes in a fast-paced environment.
  • Proficient in Microsoft Office Suite and capable of learning new technologies.

Minimum Qualifications:

  • High School diploma or equivalent.
  • Ability to travel between facilities as needed.

Preferred Qualifications:

  • Experience in technology or telecommunications industries.
  • Background in client relations or support teams.

Physical Requirements:

The role requires regular standing, sitting, talking, and using hands to operate various office equipment. Occasional reaching, stooping, or kneeling may be necessary.


Compensation and Benefits:

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


Equal Opportunity Employment:

Aventiv is committed to creating a diverse environment and is proud to be an equal opportunity employer. All employment decisions are 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.