Customer Service Liaison

The Customer Service Liaison serves as the primary point of contact for an assigned group of customer sites and is responsible for ensuring issues are addressed promptly, communicated clearly, and followed through to resolution. This position acts as a bridge between customers and internal teams, taking ownership of customer concerns and helping coordinate the resources necessary to resolve them. A key focus of the role is proactive customer service—identifying outstanding or recurring issues, keeping customers informed, and following up after resolution to ensure satisfaction. The ideal candidate is organized, responsive, customer-focused, and comfortable coordinating across multiple departments to drive issues to completion. Preference will be given to candidates who have a strong understanding of the company's internal operations, systems, and processes or who have previous experience in a similar customer-facing or operational role within the corrections telecommunications industry. Key Responsibilities Serve as the primary point of contact for assigned customer sites and develop strong working relationships with site personnel. Constantly monitor trouble tickets and service requests, identifying issues that have remained unresolved or require additional attention. Take ownership of lingering customer issues and work with appropriate internal departments to ensure they are addressed in a timely manner. Coordinate with Operations, Technical Support, Product Department, Warehouse, and other internal teams as necessary to resolve customer concerns. Maintain communication with customers while issues are being addressed, particularly when resolution requires additional time. Follow up with the customer after an issue has been resolved to confirm the solution was successful and ensure the customer is satisfied. Work closely with the Operations Administrator to identify customer sites that may require service sooner than originally scheduled based on open issues, recurring problems, or customer needs. Identify recurring issues or trends at assigned sites and communicate them to the appropriate internal teams. Escalate high-priority or aging issues when necessary to prevent extended service disruptions or customer dissatisfaction. Maintain accurate records of customer communication, outstanding concerns, resolutions, and follow-up activities by documenting everything in Trouble Ticket and Service Order platform(s). Develop an understanding of each assigned site's operations, equipment, services, and unique needs. Assist with additional customer service, administrative, and operational responsibilities as assigned. Primary Objectives Provide customers with a clear internal advocate and consistent point of contact. Reduce the number of trouble tickets that remain unresolved for extended periods. Improve communication between customers and internal departments. Ensure customers receive follow-up after service issues are resolved. Identify potential service needs before they develop into larger customer concerns. Increase overall customer satisfaction and strengthen customer relationships. Qualifications & Skills Strong knowledge of the company's internal operations, departments, systems, and processes is preferred. Alternatively, previous experience in a similar customer service, account management, operations, or support role within a corrections telecommunications company is highly desirable. Familiarity with correctional facility operations and the unique service expectations of correctional customers is preferred. Strong customer service and relationship-building skills. Excellent verbal and written communication skills. Strong organizational skills with the ability to manage multiple customer issues simultaneously. Ability to follow issues through from initial identification to final resolution and confirmation of that resolution. Comfortable working across multiple departments and coordinating resources. Ability to prioritize issues based on urgency and customer impact. Strong attention to detail and documentation. Proactive approach to identifying and solving customer problems. Ability to remain professional and solution-focused externally and internally when handling customer concerns. Working knowledge of Microsoft Office and customer service/trouble ticketing/service order systems. Measures of Success Performance in this role may be evaluated based on: Reduction in aging or lingering trouble tickets. Average time to customer issue resolution. Percentage of resolved issues receiving customer follow-up. Customer satisfaction and feedback. Responsiveness to assigned customer sites. Effectiveness in escalating and coordinating unresolved issues. Identification of recurring problems and service needs. Overall relationship quality with assigned customer sites. Employment Status: Full-Time Benefits Eligibility: Medical Insurance, Paid Time Off (PTO), 401(k) Retirement Plan, and Employee Stock Ownership Plan (ESOP) #J-18808-Ljbffr Combined Public Communications