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Customer Service Agent

Company: Randstad
Location: New York
Posted on: December 6, 2017

Job Description:

Under general supervision, coordinates customer service requests, from initiation to service completion, and maximizing technical resource productivity and profitability by efficiently scheduling and dispatching technicians with guidance from the manager and leads. Partners effectively with the manager to ensure technical service work is completed in a reasonable timeframe and to the customer's expectations. Analyzes and assesses technical team performance and makes adjustments as needed to enhance customer satisfaction in a cost effective manner.

Working hours: M-F

Skills:
Job Duties:

- Receives customer requests for unscheduled or scheduled service. Determines customer needs and matches appropriate technician to the need. Communicates the action plan and services to be provided directly to the customer. Ensures work has been performed to the customer's expectations and performs follow-up with the customer, as needed. Answers any customer inquiries and resolves or escalates customer issues, as appropriate.
- Upon completion, reconciles all service requests daily.
- Coordinates labor scheduling to align technician to the appropriate customer and service need. Ensures technicians are provided daily schedules. Maintains consistent communication with assigned technicians. -
- Follows up on activities to ensure completion in an established timeframe.
- Assists with creation of quotations.
- Develops and maintains viable long-term relationships with customers and subcontractors.
- Prepares yearly, monthly and weekly execution plans for scheduled service visits.
- Participates in business review meetings by preparing and discussing critical account information pertinent to current profitability status and customer satisfaction issues. Researches and follows up on questions identified during monthly business review.
- Ensures that all customer account information required to support call management activities and scheduling of tasks are kept up to date.
- Other duties and administrative activities as assigned.

Randstad is a world leader in matching great people with great companies. Our experienced agents will listen carefully to your employment needs and then work diligently to match your skills and qualifications to the right job and company. Whether you're looking for temporary, temporary-to-permanent or permanent opportunities, no one works harder for you than Randstad. EEO Employer: Race, Religion, Color, National Origin, Citizenship, Sex, Age, Disability, Ancestry, Veteran Status, Genetic Information, Service in the Uniformed Services or any other classification protected by law.

Keywords: Randstad, New York, Customer Service Agent, Hospitality & Tourism, New York, New York

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