Customer Service Admininstrative Assistant - Syracuse NY - 090118
Under direct supervision, supports the Customer Service Agent in the completion of assigned tasks to maximize productivity and profitability of the branch. Support provided includes material handling, posting, billing, and database administrative activities. Provides back up call handling as needed.
Coordinating with the Customer Service Agent's (CSA) scheduling of Front Line Service Provider's (FLSP), places orders for materials, parts and tools. Factoring in FLSP and customer downtime, selects the most appropriate low cost delivery option and minimizes purchased parts costs. Ensures on time part delivery to job site.
Issues purchase orders as needed. Ensures material costs are posted to appropriate contract or ticket.
As a daily back up to the CSA, communicating with both customers and FLSPs regarding needs and requirements to achieve ultimate customer satisfaction. Escalates issues as appropriate.
Proactively contacts customers at 10 to 14 days from date of invoice to ensure commitment to pay. Escalates issues as needed to the CSA.
Accurately and daily posts reported service request information into a service technology system. Posted documents include daily faxes of service tickets, material purchases, and other service ticket job related transactions. Ensures FLSP's are submitting daily.
Assists the CSA in standard or specialized billing as needed. Using billing decision input from the CSA, processes and audits service request information.
Drives the on time, Preventative Service Agreement (PSA) renewal process. Enters PSA contract information in to booking systems such as the contract booking and sales management systems. May assist management in output reporting for accurate forecasting. Proactively works with customers and sales to ensure early renewals.
Generates scheduled service visit reports and any other supporting documents or customer and value reporting required by the contract.
Works with Service Project Management to track completion of jobs and ensures warranty information is completed in the system.
Provides filing support for the Service Ops support group. Ensures that files are accurate, orderly and up to date.
Assists with the subcontract process. May type, mail or track subcontracts for appropriate approval signatures.
Prepares mailings to the customer or FLSPs as directed.
Assists with new employee orientation documentation and activities such as safety training and FLSP training on administrative processes as needed.
Performs other duties as assigned
Associates Degree preferred, High School Diploma or equivalent required, plus three to five years related work experience, preferably within Service/Sales, or technical work environment. Must have proficient computer skills within the following applications: Advanced Microsoft Work, EXCEL, ACCESS, Desktop Publishing and Internet Business Application Usage. Must demonstrate the ability to perform work independently and demonstrate solid organizational skills and attention to detail. Must have strong interpersonal skill to effectively communicate with both internal and external clients. Must have the ability to simultaneously handle a large and diverse number of projects, tasks and issues with tact, cooperation and persistence. Ability to prioritized work activities based upon financial impact to desired business goals. Experience and/or basic project accounting or costing principals is desired