Customer Communications Administrator III

About the Role

Supports Field Service Managers with administrative functions. Ensures balanced workloads between technicians and delivers excellent customer response times by handling multiple data points, researching issues, and making quick decisions in the best interests of the company. Effectively handles sensitive and/or specialized responsibilities. Ensures Oracle Install Base accuracy and handles requests via live call, email, and fax, often with high-value customers.

• Provides outstanding service to customers calling the dispatch team for service.
• Responds to routine customer inquiries via live call or email as needed.
• Provides follow-through on any special customer needs in a timely manner.
• Is responsible for handling escalated situations.
• Follows established work procedures on routine tasks and makes recommendations regarding customer issues when applicable.
• Balances workloads to meet customer service level agreements.
• Contacts customers with updated estimated times of arrival as needed.
• Completes complex transactions associated with high-value customers.
• Coaches peers to improve response times and deliver exceptional customer experiences.
• Provides backup phone support as needed.
  
  Works complex Oracle reports.
• Schedules installs and de-installs.

• HS Diploma, GED, or equivalent experience required, plus 4 to 6 years of related experience.
• Bachelor's degree preferred;
  Business Administration or related field preferred.
• Prior call center or dispatch knowledge preferred.
• Strong verbal and written communication skills.
• Proficient in MS Office; strong attention to detail; organized and able to multitask.
• May provide guidance to less experienced employees.
• May occasionally work a different shift due to business needs.

Base salary: $21.20 - $31.74 hourly.

• Medical, dental, vision coverage.
• 401(k) savings plan.
• Discretionary profit sharing.
• Discretionary success sharing.
• Educational assistance.
• Recognition programs.
• Paid vacation.
• Employee referral bonus.
• Employee discounts.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.