Coordinator I/Customer Service

Job Title: Customer Service Coordinator I

Division: FiOptix Inc

FSLA Status:  Non-Exempt

Reports To: Customer Service Manager

Job Summary: This position is responsible to fulfill and dispatch service requests in an accurate, timely, and professional manner.

Essential Duties and Responsibilities: 

• Input, review, and evaluate trouble and maintenance tickets
• Review all accounts to verify each has been closed out correctly
• Assist customers over multiple lines of business via the appropriate internal systems and process
• Provide real time customer contact when inquiries are received
• Field incoming inquiries from the local office and respond in a timely manner 
• Update the appropriate field supervisors and/or managers of any high priority service-related issues or escalations that require immediate attention
• Drive resolution of difficult customer situations; escalate appropriately 
• Maintain system data integrity through an accurate work log for all issued tickets 
• Ensure appointment times are met and real-time updates are provided
• Other duties as assigned

Qualifications: To perform this job successfully, an individual must be able to perform each essential duty mentioned satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or ability required.

Education: High school diploma, general education degree (G.E.D.), or related trade school education

Experience: Three to six months experience working in an inbound/outbound call center environment 

Technical Skills:

• Computer and Microsoft Office proficiency
• Expert data base entry and word processing skills 
• Ability to utilize an internal order processing system
• Ability to utilize a workforce management system 

Soft Skills:

• Strong verbal and written communication skills 
• Highly organized and detail orientated 
• Ability to multi-task and work in a fast-paced environment under tight deadlines 
• Strong customer service orientation 
• Ability to work independently and as a member of various teams

 Physical Requirements: 

• Must be able to pass pre-employment screening that includes background and drug testing
• Must have a valid driver’s license and a driving record that meets Company requirements
• Ability to operate on a seven day per week schedule; weekend shifts may be required, and shifts may vary from week to week
• Ability to sit at a desk for 8-10 hours per day
• Ability to work on a computer for 8-10 hours per day
• Ability to work long and unpredictable hours 

Disclaimer: All job requirements are subject to possible revision to reflect changes in the position requirements. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions and expectations.