Experience Inc. Jobs

Job Description

SUMMARY OF FUNCTIONS

Responsibilities include coordinating with existing and potential clients to assess their needs, offer solutions, and ensure customer satisfaction. Capturing incoming requests for service and supporting the field service workflow with scheduling, communication, and documentation assistance.

MEASURES OF SUCCESS

• Management of customer relationships and delivery of excellent customer experience.

• Service work delivered in a timely manner while meeting the Service Standards of Excellence.

• Efficient scheduling of service personnel, ensuring they have information, equipment, and parts to complete the scope of work to satisfaction.

• Capturing sales opportunities and expanding scope of services to customers on a regular basis.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Customer Facing Communication: Monitoring of shared Service email inbox and assisting with triage of incoming customer requests. Placing customer reminder calls for upcoming service on a scheduled basis. Conducting customer satisfaction calls on a regular basis.

• Contributing to the planning of Service workflow through NetSuite including setup and management of service Cases throughout the process.

• Participate in scheduling Inframark personnel in alignment with the Customer’s schedule. Planning and scheduling of recurring work (DRaaS, Calibrations, Maintenance, etc.).

• Develop a full understanding of the services offered and typical parts used. Ability to communicate various options, features, benefits, and value of Inframark service offerings. High level technical understanding of typical parts used and required configurations for assisting customers and securing vendor quotes.

• Identify opportunities to upsell or cross-sell additional products or services that could benefit the client. Help our customers succeed by identifying and communicating areas where the client's operational goals and Inframark’s relevant offerings align.

• Customer Relationship Management: Build and maintain strong relationships with clients by understanding their business requirements and providing timely and customized solutions to meet their needs. This involves active listening, empathy, and effective communication skills.

• Generate and deliver Service work estimates; including the use of internal and external technical assistance for accuracy.

• Setup and maintain calibration sheets/certificates, and other field generated documentation.

• Assist with asset assignment and deploying assets and shared tools to technicians and job sites as required.

• Team with other Customer Service Representatives for oversight and coverage as-needed for service work managed by others.

• Other duties as assigned by Service Project Managers.

ORGANIZATIONAL RELATIONSHIPS

The Customer Service Representative reports to the Regional Service Project Manager.

Assists and coordinates activities with all managers in the company.

Works with Field Managers to accomplish customer requests.

QUALIFICATIONS

A 2-year associate degree in business or related field of study is required. A combination of education, training, and experience that provides the above knowledge, abilities, and skills may be considered.

Previous sales or customer care experience is required, 1 to 2 years of direct experience preferred.

Excellent communication skills and the ability to work well with people are essential. Ability to work independently, take ownership of performance results, and advanced knowledge of Word, and spreadsheet applications are required.

PHYSICAL DEMANDS

Ability to communicate orally with customers, internal and external team members is essential. Regular use of the telephone, and email for communication is expected.

Hearing, vision and speaking within normal ranges is essential for conversations, to receive ordinary information, and to prepare or inspect documents.

No heavy lifting is required. Good manual dexterity for the use of common office equipment such as computers, calculator, and copiers.

Good reasoning ability is imperative. Able to understand and utilize management reports, documents and systems to conduct business.

WORK ENVIRONMENT

The job is performed indoors at various locations. Activities include sitting at a computer, attending virtual and in-person meetings, as well as extensive customer and team communication.

TRAVEL

Some travel may be required.

Requirements

An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.