Customer Care & Field Support: FirstPRO, Inc.
Customer Care & Field Support Representatives Needed (Temporary to hire) firstPro in Alpharetta is currently recruiting a Customer Care representative with direct management experience and experience supporting field operations regarding installation of new hardware and software.
This is a great opportunity to work and become part of the team for a world renowned technology company.
The candidate chosen for this position will need to have the ability to complete the following job functions listed below.
ESSENTIAL FUNCTIONS: · Manage all communications through the Deployment Communications Center (DCC) email, phone and fax-line for the team.
· Provide Live phone coverage during business hoursthe first point of contact for hospitality deployment · Triage client contacts and assign to team members as necessary, which may include the following: · requests for new sales, · status updates for deployment sites including deployment management, technical, logistics, training and installations issues/questions, · escalations from various rollout stakeholders, and · Requests for post-live configurations and live site support issues/escalations.
· Follow-up with clients regarding receipt of message through DCC and provide next steps.
· Log DCC Contact/Issue Assignment may be through email or voicemail.
· Record all client communications received and sent through the DCC in the Deployment database (includes status changes, dates, contact fields and comments).
· File client specific electronic attachments (faxes and returned forms) on fileserver.
· Archive mail messages as Deployment Email Box requires.
· On-boarding customers to deployment from Sales Team · Distribute initial communications on deployment process · First outbound communication to client to set Target Dates for Deployment activity including: · Opening Dates · Install date · Training Dates · Logistics Shipping Dates · Deployment Account Manager · Frequently transition from standard daily to urgent action required tasks and back again.
· Manage the Deployment Training enrollment process with customers from target training dates to requested dates.
· Participate actively on a dynamic team and look for opportunities to help coworkers · Communicate with clients via phone or e-mail as special projects require · Identify areas for internal process improvement · Other duties as assigned REQUIRED EDUCATION AND/OR EXPERIENCE: Formal education level: Bachelors degree (Business) preferred Training: Specific skills & proficiency level: · Professional and courteous phone and email communication skills · Excellent organizational skills · Excellent attention to detail · Self-driven team player, dependable, and demonstrates the ability to manage multiple initiatives including daily, weekly and monthly tasks to support the rollout.
Experience: Previous experienc
1. Preferred - at least one year Project administration or related experience.
2. Required - Microsoft Outlook, Excel, Word experience.
3. Highly Preferred - Microsoft Access user experience.
Please note: Candidates will relative work experience can submit resumes to c.overall [at] firstproinc [dot] com for immediate review.
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