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Operations Coordinator

2 months ago

Albuquerque, New Mexico, United States Easy Ice LLC Full time
Job Overview

Easy Ice LLC is expanding and is looking for an Operations Administrator to become a vital part of our team. This position demands a high level of professionalism, adept problem-solving skills, attention to detail, and the ability to juggle multiple tasks in a fast-paced environment. The Operations Administrator serves as a key point of contact for customers, embodying our commitment to excellence in the ice-making equipment industry while ensuring top-notch customer satisfaction.

The ideal candidate will demonstrate a results-driven approach, working collaboratively with customers, service providers, and various departments within Easy Ice to consistently exceed customer expectations. Responsibilities may include making follow-up calls, coordinating ice deliveries, and resolving service issues, all while striving for outstanding performance.

Key Responsibilities:

  • Handle incoming phone inquiries and escalate issues to the appropriate departments as necessary.
  • Manage customer expectations proactively regarding service delivery timelines and responsibilities.
  • Utilize technical knowledge to effectively triage Customer Reported Issues (CRI) and provide preliminary diagnoses of service complaints.
  • Establish strong working relationships with internal teams, regional service partners, and local technicians.
  • Support various internal departments to ensure compliance with company policies and procedures.
  • Possess a working knowledge of Salesforce to navigate and retrieve customer information efficiently.
  • Maintain accurate and detailed records of customer interactions in Salesforce.
  • Verify that all service work meets Easy Ice's quality standards.
  • Perform additional duties as assigned or requested.
  • Foster a positive office environment.

Qualifications:

  • 3-5 years of experience in a customer service capacity.
  • Proven track record of achieving high levels of customer satisfaction.
  • Experience collaborating effectively with colleagues across various departments.
  • Familiarity with computer applications and multi-line phone systems.
  • Salesforce experience is advantageous.
  • Ability to identify and implement process improvements that enhance the customer experience.
  • Commitment to continuous learning about the industries we serve and the products and services we offer.
  • Strong problem-solving skills.
  • Excellent interpersonal communication abilities.
  • Ability to communicate clearly and professionally, both verbally and in writing.
  • Capability to manage multiple tasks efficiently.
  • Team-oriented mindset.

Physical Requirements:

  • Work primarily in a climate-controlled environment with minimal safety hazards.
  • Primarily sedentary with occasional lifting, bending, and near vision tasks for reading and computer use.
  • Must be able to sit for extended periods.
  • Visual acuity is necessary for prolonged computer monitor use.

Benefits:

  • Comprehensive Medical/Dental/Vision coverage.
  • 401k with company matching.
  • Paid Time Off and Holiday Pay.
  • Fitness Membership Reimbursement.
  • Provision of all necessary tools to perform the job effectively.

The above statements aim to outline the general nature and level of work performed by individuals in this role. They are not intended to be an exhaustive list of all responsibilities associated with this position.

Easy Ice LLC is an Equal Opportunity Employer and does not discriminate based on race, color, creed, religion, national origin, ancestry, citizenship status, age, sex, gender, sexual orientation, marital status, military service, veteran status, physical or mental disability, genetic information, or any other characteristic protected by applicable laws.