Service Administrator

Company: Absen Inc.
Location: Orlando
Posted on: May 15, 2022

Job Description:

Job Description: Absen is growing quickly and needs a quick paced Service Administrator able to facilitate growth while building long-lasting customer relationships. This position supports the business by acting as a liaison between customers and companies. Assists with complaints, orders, errors, account questions, billing, cancelations, and other queries.

Essential Functions:
Professionally handle incoming requests from customers and ensure that issues are resolved both promptly and thoroughly.
Manage Technical service calls for work orders, spare parts, labor service pricing.
Manage Service contract SLA and assign services internally as needed to meet contractual commitments.
Gather customer information, access and fulfill customer needs, educate the customer to prevent the need for future contacts and document interactions through contact tracking.
Provide quality service and support in a variety of areas including, but not limited to: billing, placing print orders, and system troubleshooting.
Maintain a balance between company policy and customer benefit in decision making.
Continuously evaluate and identify opportunities to drive process improvements that positively impact the customer's experience.
Assist in managing all Service back office tools, policies, procedures and documentation.
Compile and generate reports as they relate to Technical service requirements/surveys.
Provide follow up on customer satisfaction and closure of services provided.
Receive, document and resolve or escalate as needed for customer complaints.
Assist with placement of service orders, refunds, or exchanges in ERP/CRM/Tracking system.
Answer questions about warranties or terms of sale.
Coordinate with Sales & Service Team & Logistics on proper shipping methods.
Work with department head on maintain and updating departmental procedures and SOPs.
Maintain and monitor dashboards and databases for the department, updating daily.
Manages excel and documents for warranty related information.
Organizes meetings and records meeting minutes.
Supports the sales team, updating them on processes and helping with demos, spare parts orders, status updates, etc.
Supports the technical service team with escalations.
Performs all other duties as assigned by management.

Competencies:
Excellent communication skills
Excellent presentation skills
Technological capacity
General understanding of LED/AV technology
Must have knowledge of industry specifications for materials, parts, and processes
Should be creative, innovative, and committed to excellence
Ability to work alone and in a team
Ability to work in a diverse and fast paced environment
Legally authorized to work in the U.S.
Must be able to communicate with top management, peers, and clients
Must maintain positive attitude and professional demeanor while speaking with clients
Ability to maintain and develop relationships with current clients
Ability to build rapport quickly

Physical Requirements:
Must be able to lift to 20lbs consecutively

Education Requirements:
Must have Bachelors' degree

Work Location:
Orlando office: 7120 Lake Ellenor Drive, Orlando, FL 32809
Orlando warehouse: 7307 Presidents Drive, Orlando, FL 32809
May be required to work overtime and flexible hours on an as needed basis

Travel Requirements:
None

Language Requirements:
Must have excellent written and verbal communication in English.

Keywords: Absen Inc., Orlando , Service Administrator, Other , Orlando, Florida