Service Delivery Coordinator

2 days ago

Roanoke, Virginia, United States Alsco Full time

**Job Summary:**

The Customer Service Representative drives customer loyalty through response to inbound customer calls and proactive outbound calls. The representative coordinates the flow of information to and from the Service Department and follows up with customers to ensure satisfactory resolution. Performs other duties as required and reports to the Service Manager.

**Key Responsibilities:**

• Respond to customer service needs in a courteous and professional manner, according to company policy and procedures.

• Make outbound calls or respond to inbound calls, performing tasks such as audits, up-selling opportunities, problem resolution, sales lead referral, customer follow-up, and processing order requests.

• Coordinate the flow of information within the Service Department, maintain call logs and files, check night messages, contact personnel as appropriate, print daily reports, and arrange deliveries.

• Ensure customer loyalty and outstanding customer service, with a sense of urgency. Build relationships, communicate openly, educate customers, manage customer needs, and proactively resolve concerns in cooperation with supervision.

• Prepare, distribute, and track Welcome packets, renewals, service agreements, yearly/monthly reports, and other paperwork.

• Monitor and report competitive activity.

• Follow written and verbal instructions, attend meetings, and perform other tasks as directed by supervision.

**Requirements:**

• Demonstrate excellence in telephone skills.

• Demonstrate excellence in internal/external customer service, sales, and relationship building skills.

• Good experience and skills in MS Office and basic administrative tasks.

• Excellent verbal and written communication skills in English, ability to comprehend and follow direction, as well as good time management skills and being a team player.

• Recognize colors, sizes, and types of product and count, add, and subtract accurately.

• Education: High School graduation or similar experience.

**Work Environment:**

The representative will work in offices and service areas of a typical industrial laundry facility, Service Center, or depot.

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