Customer Service Administrator

CUSTOMER SERVICE ADMINISTRATOR

Reports To: Customer Support Supervisor

Department: Customer Service

Direct Reports: None

FLSA Status: Non-exempt

Employment Type: Full Time

Pay Range: $18 - $22 per hour

Position Overview:

Responsible for front-line customer phone support, including answering basic scheduling questions, identifying high-value customers, calming upset customers, and escalating / routing calls as appropriate. Collaborates with managers, scheduling / billing administrators, and other office staff in delivering an excellent customer experience.

Job Responsibilities:

• Answer all incoming phone calls and route to the appropriate parties.
• Answer basic customer questions regarding currently scheduled appointments by looking up jobs in the Field Service Management software.
• Diffuse customer complaints and escalate to the manager when appropriate.
• Create jobs in our Field Service Management software for non-emergency customer service requests and notify the Scheduling Admin.
• Escalate emergency and high-value customer calls to managers or Scheduling Admins with a live transfer.
• Escalate changes to customer information in accordance with established PSI protocols.
• Assist Scheduling Administrators, Compliance Administration, and other departments as necessary.
• Some misc. local office duties may apply such as office supply ordering and mail collection.
• Greet customers and other visitors to the office and assist, if applicable.
• Other duties may include basic administrative tasks and related special projects as assigned

Qualifications:

Education & Certifications:

• Minimum of a High School Diploma or GED.
• Associate or bachelor's degree preferred.

Experience:

• Minimum of 1 year administrative and/or customer service experience.
• Knowledge of Fire Alarm, Sprinkler or Suppression systems (or other related industries) preferred, but not required.
• Advanced computer and software skills, such as Microsoft, CRM, ERP, and work order management systems.
• Demonstrates excellent customer service and professional etiquette.

Key Competencies:

• Able to understand various fire protection services we deliver and customer accounts.
• Excellent interpersonal and customer service skills.
• Communicates effectively, verbally and in writing.
• Organizes work and pays attention to details.
• Demonstrates sound judgement and prioritizes work appropriately.
• Able to complete tasks in a fast-paced environment.
• Manages time and work effectively.
• Keeps composure and a positive attitude, even when under pressure.
• Meets stated commitments.

Physical Requirements:

• Long periods of time are spent sitting, being on the phone, and working on the computer. May stand and take short breaks as needed.

Working Conditions:

• Climate controlled office environment.
• Moderate noise level.

EEO Statement: Performance Systems Integration provides equal employment opportunities for all persons regardless of race, color, religion, sex, national origin, handicap, disability, ancestry, age, veteran status, marital status, sexual orientation, or any other protected group status as defined by law.