What are the responsibilities and job description for the Service Administrator position at M3 TECHNOLOGY GROUP INC?
Job Details
Description
Position Overview: The Customer Service Administrator duties include supporting and providing assistance to customers. You will be responding to customers' inquiries, answering calls, and responding to emails to quickly solve problems. Customer Service administrators should possess great communication skills, be proactive, work with people, have good customer service skills, and the ability to problem-solve.
Primary Essential Job Duties:
- Answer calls and emails in a professional manner from customers with service needs
- Comfortable working with multiple software platforms
- Intake and manage service tickets with detailed data entry through entire service process, up to follow up emails after a service call is complete
- Maintain records and appointments for Managed Service contracts
- Maintain internal paperwork and customer service records within M3 Service platform
- Coordinate service appointments between the customer and technician
- Work with other NOC admins to manage the Service calendar
- Prepare invoices and work with AP department to deliver customer invoices in a timely and efficient manner
Secondary Job Duties:
- Work with manufacturer representatives for equipment warranty and repair processing
- Provide additional Help Desk call support
This is not meant to be an exhaustive list. There will be other duties as assigned.
Target Vales
- Customer Service – Our customers are why we are here
- Integrity – We are honest, respectful, and accountable in all we do
- Attitude - We are hard-working, team-oriented, positive, and fun
- Teamwork – We trust each other
- Performance – We expect excellence from ourselves and others
- Excellence – Our reputation is built on our quality
Qualifications
Required Skills and Abilities:
- Excellent communication skills, both verbal and written
- Excellent customer service skills and commitment to customer satisfaction
- Basic understanding of data network devices/networking
- Audio and Video system knowledge is beneficial, but not required.
- High level of excellent computer skills
- Talent to take initiative
- Travel not expected to exceed 10%
- Critical thinking with the forethought of the job
- Regular and predictable attendance as scheduled
- Work cooperatively with others.
Education and Experience
- Valid driver’s license with appropriate driving record
Physical Requirements:
- Ability to sit for long periods of time
- Ability to work on a computer for long periods of time
- Ability to pass drug screen and background check