Customer Service Administrator

Description

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Location
:
Rochester, NY, On-Site

Schedule
:
Monday - Friday, 8am-5pm

Compensation
: $19.00-$24.00 per hour, based on experience

The Customer Service Administrator is responsible for providing high-level service and support to QVI

customers, channel partners, and internal teams in a fast-paced environment. This position manages

customer inquiries, service ticket requests, order entry, parts and service quotes, incoming phone calls,

escalations and de-escalations, and support for the Inside Service team. The role requires strong attention

to detail, organization, communication, problem-solving and multi-tasking skills. This team member must

be an individual who can refocus quickly after interruptions to workflow and maintain quality and a positive

attitude in a challenging environment. They must also communicate effectively with other departments and

divisions within QVI. The Customer Service Administrator works closely with Sales, Service, Planning,

Purchasing, Manufacturing, and other QVI departments to resolve issues, coordinate activities, and

ensure timely follow-up and a positive customer experience.

• Answer phones to provide customer service; initiate callback escalations, on behalf of channel partners, customers, and field techs; dispatch calls as necessary.
• Direct all service inquiries to our Service Request Web Form to create a ticket and assist customers with the process where applicable.
• Enter and expedite parts orders, incidents, service orders, verbal or written quotations and RMA’s that come in via the ticket system.
• Dispatch tickets to the appropriate queue or team member and monitor as needed for proper follow-up.
• Work as a team member in a fast-paced support environment including frequent interface with customers, channel partners, subsidiaries, accounting, management, sales, marketing, engineering, quality, shipping, and manufacturing.
• Identify recurring customer issues or process gaps and communicate opportunities for improvement to management.
• Manage difficult customer relations with understanding and compassion, assuring the customer needs are heard and understood, reassuring our commitment to prompt service.
• Facilitate cross training as needed to assure department-wide backup strategy is kept up to date.
• Documenting operating processes as required to be used in training of new personnel.
• Learn and professionally apply international standards and QVI protocol for shipping, packaging and customs declarations supporting sales and delivery of parts to international partners.
• Monitor and follow up on open customer inquiries, service requests, orders, and issues to ensure timely resolution and communication.
• Troubleshoot customer and service-related issues within the scope of the position and escalat to the appropriate department or resource when necessary.
• Troubleshoot customer and service-related issues within the scope of the position and expand to the appropriate department or resource when necessary.

• Associate’s degree in Business Administration, Accounting, or a related field preferred; equivalent work experience may be considered.
• Previous customer service, order management, or administrative experience required.
• Ability to work effectively in a fast-paced, deadline-driven environment while managing multiple priorities.
• Strong verbal and written communication skills with the ability to communicate professionally with customers, channel partners, and internal teams.
• Strong problem-solving and troubleshooting skills with the ability to…