Area Customer Service Coordinator.Managed Services Onsite

Area Customer Service Coordinator
New Britain, CT (Onsite)
3+Month Contract
M-F (8:00 AM - 5:00 PM)
Driving is required

• Supports daily operations, implementations, expansions, and administration of Managed Services Accounts across an assigned operational area.
• Provides customer support at various external customer/client facilities throughout Connecticut.
• Supports multiple customer locations and may provide coverage for vacations, absences, training, implementations, and other business needs.
• Depending on the location, responsibilities may include mailroom services, print production, or reception.
• Customer environments may include legal, insurance, hospital (not around patients), and manufacturing facilities (not on machinery floors).
• Requires frequent local travel between customer locations, with mileage reimbursed at $0.72 per mile.
• One site location is 1000 Stanley Drive, New Britain, CT 06053, but the position will cover several locations throughout Connecticut.

• Support daily operations and all contracted services at customer accounts within the assigned geographical area.
• Assist management with process improvements, procedural testing, validation, and field compliance with operational best practices.
• Support Field Implementation Managers with new customer account implementations and service expansions.
• Assist with onboarding new team members and cross-training peers.
• Assist with developing Site Procedure Guides and sharing best practices across the geographical area.
• Routinely inspect Site Procedure Guides for accuracy and compliance.
• Maintain knowledge of all contracted services within assigned customer accounts.
• Perform daily visual inspections of site services and Ricoh/customer safety compliance.
• Provide feedback through survey tools and other methods to improve the customer experience.
• Provide onsite coverage for absences and vacations, including site management when required.
• Provide, execute, and support services while traveling between various customer accounts.
• Create and maintain a customer-focused environment.
• Support customer satisfaction by engaging with end-user feedback.
• Escalate customer issues to the ESM/AOM and support resolution through completion.
• Communicate effectively and respond quickly to customer and end-user communications.
• Collect data and support the completion of Monthly Operations Reviews.
• Perform other duties as assigned.

• High school diploma plus 12 months of related work experience.
• Post-high-school education is encouraged and preferred.
• Valid, violation-free driver's license may be required, along with reliable transportation and minimum auto insurance coverage according to company policy.
• Willingness and ability to drive between multiple customer locations throughout Connecticut.
• Ability to cover accounts up to 40 50 miles away and potentially move between locations within the same day.
• Frequent local car travel is required.
• Reliable transportation is required.
• Previous mailroom experience is helpful but not required.
• Ability to lift up to 50 lbs. and stand for extended periods.
• Ability to walk, bend, reach, stretch, climb, and perform other physical activities as required.
• Ability to push or pull wheeled machines that may weigh up to 400 lbs. when necessary for repairs.
• Ability to walk between buildings when required.
• Ability to perform repetitive work while maintaining quality and productivity standards.
• Ability to adapt to changing situations with flexibility, motivation, and a sense of urgency.
• Ability to work independently and maintain positive, productive relationships with coworkers.
• Basic math skills and sound judgment in making decisions and solving problems.
• Excellent oral communication skills and ability to communicate effectively in positive and negative circumstances.
• Working knowledge of account services to facilitate job scheduling.
• Ability to understand written and verbal customer instructions and effectively communicate them to site resources.
• Ability to resolve customer-related issues and troubleshoot and coordinate problem resolution.
• Intermediate proficiency with Microsoft applications, computers, file/folder management, and navigating network production folders.
• Ability to accurately submit monthly expenses in a timely manner using proper coding requirements.
• Schedule flexibility is required. Most assignments are Monday Friday, 8:00 AM 5:00 PM, but some sites may open at 6:00 AM, close at 7:00 PM or later, operate on weekends, or have varying schedules.
• May be required to report to an alternate site on any given day, which may involve additional walking, driving, other transportation, and a commute exceeding the scheduled shift.
• Ability to interpret, comprehend, and apply complex materials, data, and instructions and prepare, provide, and convey varied information.
• Moderate dexterity with regular use of a calculator, keyboard,…