Service Support Coordinator

: Job details Employment Type: Full-Time Location: Devens, Massachusetts, United States of America Job Category: Customer Support Job Number: WD30236902 Description - External What you will do: This position reports to the Strategic Account Service Support Team Manager. The individual will receive and process National Account customer service requests via inbound phone calls from the dedicated service support line, emails, or customer portals and will coordinate with appropriate District office location for customer service/inspection support. Additionally, will support Senior Strategic Account Service Support Coordinators as needed. How you will do it: Receive requests for service from customers/or other Strategic Account Service Support Coordinators (via phone, email, or customer portal) and forward to appropriate branch office, follow up and report completed work to the customer. Create Service Requests for customer via Oracle ACE or Genesys. Review On-Hold Report daily for service requests that require your attention. Review Open Call Report daily for service requests that require follow up. This is a position that will involve a high level of investigation to achieve problem resolution. Serve as the primary point of contact for select National Accounts customers in USA (and assist Canada) ensuring all service-related requests are met including inspections, service calls, emergency parts deliveries and all written correspondence is completed and forwarded to the customer. Process quotes and proposals when required. Implement client contracts and provide information to regional and district personnel. Coordinate customer requirements and issues of concern, to include monthly account reporting requirements (extraction of late inspection reports via system(s) utilized by the SST group, follow up on open issue(s) reported by the customer in a timely and accurate manner as required and any other reporting means required and requested by management or the customer). All other duties as assigned. Serve as a first level contact for customers on the call center line and forward to Senior SSCs if further follow up is needed based off assigned customer portfolios. Qualifications - External What we look for: Education: High School Diploma or Equivalent Experience: 2-3 years equivalent work experience Required: PC skills Microsoft Office Products e.g., Word, Excel, Outlook, and Power Point. Excellent written and communication skills required. Customer service background. Ability to Multi-task Preferred: Exceptional skills with but not limited to ACE, SharePoint, and Third-Party Websites.