Coordinator Customer Service
| Job Reference Number | USA90007 |
| State | IL |
| City | Chicago |
| Business Unit | Customer Support/Client Care |
Job Description
Job Description
This position is part time. Managing multiple conference calls and tasks established by the time predetermined by the customer. Perform all conferencing features including Telepresence. Monitor calls both visually and online to ensure quality. Assume lead responsibilities on large and complicated calls. Maintain working knowledge on all major video equipment systems. Participate in all training and development programs. Provide back-up support to conference coordinators Assist with real-time traffic demands. Complete CcTS tickets for both customer affecting and non-affecting problems. Program pertinent information on conference bridges to ease call setup. Set an example for coordinators by following all procedures. Review instructions for each call. Set an example by following policies and procedures. Provide leadership to other coordinators. Provide positive suggestions, assistance, and reminders to coordinators.
Requirements
Proficient on all video bridges. Basic knowledge of call processing. Basic knowledge of Dedicated Internet and MPLS (PIP). Network Knowledge of reservations and billing. Computer skills. Leadership skills. Excellent Job Knowledge skills Ability to isolate, identify, and resolve issues Listening and Organization skills Communication skills. Ability to work within a team atmosphere. Ability to solve problems, make sound decisions and show initiative. Ability to perform multiple tasks simultaneously. Ability to handle stress. Ability to delegate appropriately. Oversee duties of other coordinators. Participate in training and development programs. Perform audio/visual conferences. Provide training to coordinators and other associates. Provide positive suggestions. Report all technical problems to the Video Engineering Department. Monitor the open order report. Provide backup support to conference coordinators. Troubleshoot issues. Able to isolate, identify, and resolve problems in a timely manner. Organize, plan, coordinate, and follow-through on large calls. Ability to assist customers by explaining Video Products, recommending appropriate products and features and performing error free set up of these products. Perform proactive trouble identification and resolution, along with handling other service related questions and issues from customers. Interact with internal and external customers and sales support staff. Must have 2-3 years job-related experience and/or education to fulfil the requirement of the position. 2-3 years customer service experience, computer experience and a 25-WPM typing speed are required. Knowledge of fax and Email packages and adaptability to various software packages are a plus. Some Internet experience needed. The ability to perform multiple tasks, strong attention to detail and good decision-making ability is required. Excellent communications and interpersonal skills are essential. An Associate's or Bachelor's degree is required.
