Customer Relationship Specialist

Vertiv Co; Westerville (OH); On-site; USD 50,000 - 70,000; Full time

Job summary

A leading company in mission-critical infrastructure technologies is seeking a Service Coordinator to ensure operational coverage and service scheduling. The role involves coordinating service events, leading a diverse team, and improving customer service processes. Candidates should possess strong communication skills, leadership experience, and a background in customer service.

Qualifications

• Minimum of 5 years customer service and coordination of service activities.
• Self-motivated with the ability to lead a diverse team.
• High-level competence in multitasking and problem solving.

Responsibilities

• Responsible for scheduling and dispatching all service events.
• Monitor scheduling efforts and report statuses to management.
• Handle escalated scheduling issues and ensure timely execution of work.

Skills

Customer service

Leadership

Communication

Multitasking

Problem solving

Education

Bachelor’s degree in business administration

High school education with 5 years minimum same or similar work experience

Tools

Microsoft Excel

Job description

JOB SUMMARY

The main function of this position is to ensure operational coverage and service coordination scheduling by reviewing, monitoring, and ensuring completion of all open work orders and service requests. This includes assistance to the Manager, Customer Relationship Services and providing guidance and handling escalated scheduling / service issues.

RESPONSIBILITIES

• Responsible for scheduling and dispatching all service events between Customer Engineers or Service Partners for an assigned territory.

• Be willing to lead by example – be accountable and dependable, maintain a positive attitude, inspire others to go the extra mile to take care of Customers (internal/external) and achieve Operational Key Results (OKR).

• Continuously monitor the scheduling efforts of the regional scheduling team and report team statuses and action plans weekly to the Manager, Customer Relationship Services.

• Act as a coach/mentorwhen communicating or addressing performance issues with the team.

• Demonstrate the ability to remain calm and even-tempered during stressful situations.

• Close coordination with the Manager, Customer Relationship Services of any behavioral or operational related issues. Present recovery plan(s) with multiple options that will allow the Manager, Customer Relationship Services to make informed decisions.

• Actively seek and participate in continuous improvements initiatives that impact customer care and coordination of work.

• Assist the Manager, Customer Relationship Services in the implementation of new processes/policies and systems.

• Meet with scheduling team on a regular basis to review, coach and train on various Customer Service concerns and opportunities.

• Handle escalated scheduling issues within the region, including but not limited to sales inquiries and assisting Customer Success Management and Coordinated Services scheduling.

• Be available after hours to assist with escalations to meet customer/contract SLA (Service Level Agreement).

• Generate standard and custom reports to monitor workload.

• Proactively identify schedule risks and present options to resolve critical potential issues to the local team and Manager, Customer Relationship Services.

• Ensure all billable work is being scheduled and executed and tickets are closed out in a timely basis.

• Where practical, empower and direct the team to strategically schedule preventive maintenance visits to minimize/ cover costs for the company (take over Customer Engineer Scheduling or large account scheduling).

• Ensure accurate documentation of all scheduling correspondence in tickets.

• Maintain regional PTO schedule and ensure responsibilities are covered during absences.

• Ensure performance results in BetterWorks monthly.

• Provide content and assist Manager, Customer Relationship Services in quarterly BetterWorks one-on-one conversations related to job performance.

• Promote recognition and submit positive feedback in BetterWorks and to the Manager, Customer Relationship Services.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee to perform this job. Duties, responsibilities, and activities may change at any time with or without notice.

REQUIREMENTS

Minimum Qualifications:

• Bachelor’s degree in business administration OR High school education with 5 years minimum same or similar work experience.

• Minimum of 5 years customer service and coordination of service activities.

• Self-motivated and possess the ability to lead and direct a diverse team.

• Must be attentive, patient and strongly skilled in written and verbal communication; clear, professional, positive, and informative communication style.

• High-level competence in multitasking, time management, organization, critical and analytical thinking, problem solving, and the ability to influence others are required.

• Ability to thrive in a dynamic and collaborative environment and be comfortable with ambiguity.

• Adapt quickly to changing priorities and customer needs.

• Ability to persuade others in order to change undesirable behaviors and/or achieve the goals of the business.

• Must be proficient in the business tools used to perform the job and have extensive knowledge of the businesses processes, people, and products.

• Intermediate/advanced proficiency using Microsoft Excel software, including data analysis, pivot tables, etc.

POSITIONS ELIGIBILITY REQUIREMENTS

• Willing to work flexible hours, including before shift/after shift and weekends to support the business.

The successful candidate will reflect and embrace Vertiv’s Values and Behaviors:

OUR VALUES

Acting Like an Owner

Assuming Positive intent in all employee interactions

Being passionate about your work

Challenging yourself in personal development

Being tireless in exceeding customer expectations

Assisting others to be successful as a team

Owning our own mistakes quickly

Talking with people and NOT about them

Creating a culture where people can be their best

OUR BEHAVIORS

Be self-aware and learn

Embrace the customer experience

Think and act broadly

Drive change and innovation

Leverage diversity for organization effectiveness

Foster collaborative relationships

Take intelligent risks

At Vertiv, we offer the stability of a global leader in a growing industry and the opportunity of a startup. We design, manufacture and service the mission-critical infrastructure technologies for vital applications in data centers, communication networks and commercial and industrial environments. With $4.4 billion in sales, a strong customer base and global reach in nearly 70 countries, our move to establish a standalone business enables us to deliver greater value to our customers and create new opportunities for our people.