The Office Administrator, or Customer Service Representative, is a key role for Guardian Access Solutions as they are the first point of contact, responsible for answering the phone as well as other administrative functions needed in the Service Department.
ESSENTIAL JOB FUNCTIONS:
Answer and manage inbound phone calls from customers in a prompt, courteous and professional manner
Document required service needs information in a clear and concise manner on the service ticket
Ask appropriate questions and listen actively to identify specific questions or issues from the customer
Troubleshoot basic service calls
Maintain customer scheduling which involves reviewing all jobs after scheduled time passes, assigning technicians, sending out the daily schedule, and dispatching
Maintain complete and accurate information from the customer and document into the service ticket for the Service Department Manager
Assist with work order edits
Responsible for creating new client information, including transmitters, keyfobs, etc. as well as inputting data into relevant queue such as approved quotes and job notes
Assist with insurance related tasks, including confirming insurance compliance, auto renewals, and supplying certificates upon request
Acknowledge customer complaints and know when to deescalate a situation
Maintain a positive, empathetic, and professional attitude toward the customer at all times
Work as a communication link between techs and customers
Regular and punctual attendance at work and provides appropriate flexibility
Adherence to safety guidelines and policies
Other job-related duties as assigned
QUALIFICATIONS:
2 - 3 years customer service experience, including inbound and outbound call experience
Experience working with office equipment and a multi-line phone system
Experience with Microsoft Office Suite
Previous experience working as a service advisor with high call volume is preferred
As a condition of employment, employer will conduct a background check and drug screen prior to hire
Valid Driver's License with a clean driving record
Ability to understand, speak and write English
EDUCATION AND CERTIFICATIONS:
High School diploma, GED or equivalent
BENEFITS:
Full Time employees eligible to participate in benefit programs including medical, dental, vision, and voluntary life insurance options. Basic Life/AD&D, Short Term Disability, and Long-Term Disability available at no cost to Full Time employees after the benefit waiting period.
ADDITIONAL INFORMATION:
Compensation Range: based on experience
Position Hours: 7:30AM-4:30PM
Position is fulltime and onsite
PTO/Holiday pay provided
Weekly payroll
Employee Recognition Programs
PHYSICAL REQUIREMENTS:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions. While performing the duties of this position, the employee is regularly required to talk, hear, and interpret directions. The employee frequently is required to use hands or fingers with appropriate dexterity. The employee is required to stand, walk, and reach with hands and arms. The employee must occasionally lift and/or move up to 20 pounds. Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus. The noise level in the work environment is usually moderate.
WORK ENVIRONMENT:
Work is performed in a fast-paced office, attached to a warehouse setting with frequent interruptions. Occasional need to travel to other locations as necessary.
OTHER:
This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbents will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an "at will" relationship.
GUARDIAN ACCESS SOLUTIONS WILL NOT SPONSOR APPLICANTS FOR WORK VISAS FOR THIS ROLE.
This job description is not intended to be a comprehensive list of duties or standards of the position. Additional tasks may be assigned and the scope of the job may change as necessitated by business demands. Applicants are advised that false statements or omission of information on any application materials may be grounds for non-selection, withdrawal of an offer of employment, or dismissal after being employed.
Guardian Access Solutions provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.