Service Delivery Coordinator (Evening Shift)

This remote Evening Shift Service Delivery Coordinator (SDC) position requires professionalism, problem solving, attention to detail and multi-tasking. The SDC sets the tone for our well-defined strategy of being experts in the field of ice making equipment, while always delivering the highest level of customer satisfaction.
The SDC will be able to work seamlessly with customers, service providers and various Easy Ice departments to achieve the daily goal of constantly delighting our customers. Whether it is making a follow up call, scheduling an ice delivery or addressing a resolution outcome.
SCHEDULE & AVAILABILITY:

• Evening Shift beginning from 3:30PM - Midnight with the possible workdays of:
  • Thursday - Monday
  • Tuesday - Saturday
• Onsite training required

ESSENTIAL DUTIES AND RESPONSIBLITIES:

• Build solid working relationships with Service Providers and among multiple internal departments.
• Coordinate with other departments to secure timely updates, responses and updated information.
• Maintain a balance between company policy and customer benefit in decision making. Handle issues in the best interest of both customer and company.
• Monitor Billable events and Ice POs to maintain streamlined process when determining if customer is responsible for payment.
• Update customer account information in Salesforce to include contact information, address and necessary customer information to assist coordination with technicians.
• Use technical training and understanding to properly triage and preliminarily assess technician work orders.
• Review work orders to determine if problem was solved and if it was resolved to a satisfactory outcome. Will understand escalation process in relation to unacceptable work order receipt.
• Maintain excellent communication with customers; use phone, email, text, as appropriate, to keep customers engaged.

POSITION QUALIFICATIONS:
Education:
High school diploma or equivalent required;
associate degree preferred or 1+ year of related experience
Experience:

• 1-3 years of experience in customer service role
• Demonstrated track record of delivering highest level of customer satisfaction
• Demonstrated track record of working effectively with employees in various departments of the company
• Working knowledge of computer programs and multi-line phone systems

Other Desired Skills:

• A desire to continually increase your knowledge of the industries we serve; and, products, services and processes our company can produce
• Instinctive and skilled problem solver
• Excellent interpersonal skills
• Ability to communicate clearly and professionally, both verbally and in writing
• Ability to multi-task effectively
• Team-oriented

WORK ENVIRONMENT:

• Work primarily in a climate-controlled environment with minimal safety/health hazard potential
• Sedentary, sitting, walking, occasional lifting (overhead, waist level) from floor, bending, frequent near vision use for reading and computer use
• Sits for extended periods of time
• Must have sufficient visual acuity to be able to work, for prolonged periods of time, on a computer monitor

The above statements are intended to describe the general nature and level of work performed by people assigned to this classification. They are not intended to be an exhaustive list of all job duties performed by the personnel so classified.