Client Service Coordinator

  • Location

    Moncton,, Canada

  • Sector:

    Other Areas

  • Job type:

    Temporary

  • Contact:

    Tavia Delisser

  • Job ref:

    15202

  • Published:

    4 months ago

  • Duration:

    48.0

  • Expiry date:

    2021-07-11

  • Startdate:

    2021-06-07

Job Title: Client Service Coordinator

Type: Contract

Location: Moncton, New Brunswick

Duration: 12 Months

Start Date: Immediate

End Date: June 7, 2022

Days/Hours: Rotating Shifts

Hours/Week: 37.5

Salary Range: $35,000.00 to $37,500.00 annually

Overview:

Reporting directly to the Operations Supervisor, the Service Coordinator (SC). A Service Coordinator identifies a client’s needs and oversees the delivery of the services within the context of the business. The foundation of this position is establishing processes to provide consistently high levels of customer service in a cost-effective manner. The role is well-suited to people who have a passion for providing excellent customer service, who possess strong interpersonal and leadership skills, and who enjoy working as part of a team.

Key Responsibilities:

Call Management:

  • Managing call flow process end to end
  • Review/Create incidents in the ticketing software
  • Assigning, updating, closing incidents
  • Ensuring deliverables and information is sent to clients
  • Completing all exceptional quotes within contracted timelines
  • Pre-Calls as required
  • Parts reconciliation as required
  • Completing billing requirements for all incidents
  • Ensuring contracted SLA/SOW obligations are achieved

Admin Duties:

  • Follow-up of work orders, RMA, pictures.
  • Reviewing and responding to escalations and client surveys
  • Updating issues tracker as required
  • Monitoring and improving tech utilization and margin
  • Identifying potential holes in the pool
  • Technician Review and Development
  • Training technicians on mobile application
  • Coaching technicians as required on SOPs
  • Review and coach back of escalations and fusion
  • Providing weekly/monthly/quarterly/annual feedback to technicians
  • Other duties as required

Core Training Requirements:

  • Diversity and Inclusion
  • Communication Skills
  • Emotional Intelligence
  • Conflict Resolution

Requirements:

  • Strong phone etiquette
  • Bilingual is an asset
  • Ability to speak and write clearly and accurately
  • Demonstrated proficiency in typing and proper grammar
  • Knowledge of relevant software computer applications and equipment
  • Knowledge of customer service principles and practices
  • Effective communication skills
  • Willingness to co-operate with others and work to the greater good
  • Multi-tasking capabilities
  • Available for rotating schedule (24/7 call center environment)