Job Description
Job DescriptionDescription:
Job Title: Call Center Coordinator
Reports to: VP of IT/Service
Department: Service
Location: 808 Timber Lake Road, Fairmont, MN 56031
* Individual will work on average 20-25 hours per week, with an opportunity for additional hours during our peak season (spring & fall).
Position Summary: Supports phone support team with triage of support calls by the creation of tickets, ticket assignment and ticket management. The position will assist with the billing of billable support tickets.
Exhibit and promote the following values:
- Curious Attitude: An employee who is curious is motivated to take time to question and explore new things to find answers that will ensure the best outcomes for the organization.
- Focus on Quality: An employee who values quality has integrity and produces results that meet high standards set by the organization.
- Passion for Service: An employee who is service-oriented displays a positive behavior and responds to customers using good business practices to meet their needs and expectations.
- Dedicated Spirit: A dedicated employee is one who takes ownership of their role and the whole organization to ensure that goals are achieved.
Essential Duties and Responsibilities include the following. Other duties may be assigned.
- Manage workflow by accepting and triaging incoming calls, creating tickets, and assigning them to the appropriate queue or individual.
- Monitor the unassigned ticket queue regularly to ensure tickets are addressed promptly.
- Track open tickets to confirm they are progressing toward resolution, maintaining up-to-date status information, and ensuring the service team closes tickets in a timely manner.
- Review completed service tickets to ensure all work is accurately documented, verify that billable items and hours are correctly recorded, and prepare them for timely and accurate invoicing in the ERP system.
- Assist customers with billing-related questions and research customer inquiries or invoice issues using the ERP system.
- Create and manage Service Request Orders (SROs), coordinating with internal teams to make sure customers’ expectations are met.
- Handle Customer Warranty Claims, providing regular updates to customers throughout the process to maintain satisfaction.
- Assist with creating and maintaining accurate customer accounts and records in the Customer Relationship Management (CRM) system (HubSpot).
- Assist in generating weekly reports on service department metrics, helping the team track performance, identify trends, and support continuous improvement efforts.
- This Job description is not comprehensive, and all employees must be flexible, and willing to perform other duties assigned by their supervisor.
Competencies: To perform the job successfully, an individual must demonstrate the following:
- DEPENDABILITY AND RELIABILITY: Performs all duties and assignments whether or not supervision is present.
- COMMUNICATION SKILLS: Expresses ideas, information, and instruction in a positive and effective manner.
- TEAMWORK and COOPERATION: Works cooperatively with coworkers and supervisor. Acts as an effective team member with other employees through cooperation.
- JUDGMENT: Makes reasonable and appropriate decisions.
- ADAPTABILITY: Readily and effectively adjusts to changing ideas and activities.
- ROLE MODELING: Acts as a good role model for other employees.
- CREATIVITY: Shows imagination and innovation in solving problems.
- ATTENDANCE: Reliably reports for work as scheduled, works OT when requested.
- SAFETY: Follows all safety rules and works in a safe manner.
- PRODUCTIVITY: Produces an acceptable amount of work, of sufficient quality in an appropriate amount of time.
Requirements:
Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
Education/Experience: Associate degree (A. A.) or equivalent from two-year college or technical school in computer programming, networking, electronics, CompTIA A+ or equivalent; or six months to one-year related experience and/or training; or equivalent combination of education and experience.
Computer Skills: To perform this job successfully, an individual should have strong understanding of Microsoft Office applications. . This position will use the CRM and ERP systems on daily basis to perform work.
Reasoning Ability: Ability to solve practical problems and deal with a variety of variables in situations in a logical manner to come to conclusion. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
Math Ability: Ability to do basis mathematical calculations which include discounts, interest, commissions, proportions, and percentages.
Language Ability: Ability to read, analyze and interpret documents such as safety rules, general business periodicals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, effectively and clearly. Effectively, verbally communicate with co-workers and customers.
Certificates and Licenses: N/A
Travel: Travel is not a regular part of this position.
Work Environment and Physical Demands: The work environment characteristics and physical demands described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly exposed to the risk of electrical shock. The noise level in the work environment is usually moderate.
The employee must regularly lift and /or move up to 25 pounds, frequently lift and/or move up to 50 pounds and occasionally lift and/or move up to 100 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and ability to adjust focus, while performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to finger, handle, or feel; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl; talk or hear and taste or smell.