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Customer Service Project Coordinator
Ref No.: 18-02952
Location: Charlotte, North Carolina
Position Type:Contract
Job Category:Customer Service
Benefits:Dental Insurance, Medical Insurance
*5 month contract position, with additional opportunity based upon performance and continued business need*

MS Office Experience Customer Service Experience Sales Experience preferred, but not required Google Suite Experience preferred, but not required. 

Project point person for accounts, customers and team members out in the field. Manage the day to day communication between the customer and team members. Hold the customer and team members to deadlines and overall project timeline.
  •  Survey, Installation Scheduling & Reschedule Task Description: Scheduling accounts for conversion to Diversey. Estimate 3-4X of contact via phone or email per account to schedule survey & installation with
  • Using Call Script, contact each account until contact is made to schedule an onsite survey
  • If contact is unable to be made, follow the escalation process
  • Follow correct process for managing additional questions the customer brings up 
  • Collaborate with team members to define the most effective, customer based responses, establish FAQs and keep up to date
  • Be point of contact for the customer back to the organization and out to the technicians in the field
  • Must poses capabilities to track and document procedures and tasks in Google Docs, operate in our customer service request portal, and have a customer focused approach to solving issues
  • Primary task is to be the point of contact between the customer and Diversey Techs to manage reschedules
  • Must manage deadlines and assist in keeping larger projects on time and to task Sub Tasks: Field region based questions / support to specific PC's Task Description: answer and coordinate responses for product and process questions from the field and customer. Perform internal research to provide the best and uniform responses to the customer and internal team.
  • Rescheduling Task Description: Due to project size, we estimate a frequent amount of reschedules. This process will require multiple contacts to the installation team and accounts, back and forth. Your responsibility will be to manage and coordinate the reschedule to meet the deadlines provided.
  • Follow Up Task Description: 5-7 days post installation a follow up will need to be made to the accounts. This process is to make sure there are no major issues or immediate concerns. This could include sending additional literature, scheduling the training team for a follow up training, and/or pointing them in the right direction for future questions/needs. 
Pay Rate: $28 to $31 per hour based upon qualifications
Drug and background screenings required

On-Board Services provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, religion, sex, national origin, age, disability or genetics.