Area Customer Service Coordinator.Managed Services Onsite

May be required to report to an alternate site on any given day, which may involve additional walking, driving, other transportation, and a commute exceeding the scheduled shift. Supports daily operations, implementations, expansions, and administration of Managed Services Accounts across an assigned operational area.

Candidates who receive an offer will be required to successfully complete a background check and drug test as a condition of employment.

Area Customer Service Coordinator
New Britain, CT (Onsite)
3+Month Contract
M-F (8:00 AM - 5:00 PM)
Driving is required

Overview

• Supports daily operations, implementations, expansions, and administration of Managed Services Accounts across an assigned operational area.
• Provides customer support at various external customer/client facilities throughout Connecticut.
• Supports multiple customer locations and may provide coverage for vacations, absences, training, implementations, and other business needs.
• Depending on the location, responsibilities may include mailroom services, print production, or reception.
• Customer environments may include legal, insurance, hospital (not around patients), and manufacturing facilities (not on machinery floors).
• Requires frequent local travel between customer locations, with mileage reimbursed at $0.72 per mile.
• One site location is 1000 Stanley Drive, New Britain, CT 06053, but the position will cover several locations throughout Connecticut.

Responsibilities

• Support daily operations and all contracted services at customer accounts within the assigned geographical area.
• Assist management with process improvements, procedural testing, validation, and field compliance with operational best practices.
• Support Field Implementation Managers with new customer account implementations and service expansions.
• Assist with onboarding new team members and cross-training peers.
• Assist with developing Site Procedure Guides and sharing best practices across the geographical area.
• Routinely inspect Site Procedure Guides for accuracy and compliance.
• Maintain knowledge of all contracted services within assigned customer accounts.
• Perform daily visual inspections of site services and Ricoh/customer safety compliance.
• Provide feedback through survey tools and other methods to improve the customer experience.
• Provide onsite coverage for absences and vacations, including site management when required.
• Provide, execute, and support services while traveling between various customer accounts.
• Create and maintain a customer-focused environment.
• Support customer satisfaction by engaging with end-user feedback.
• Escalate customer issues to the ESM/AOM and support resolution through completion.
• Communicate effectively and respond quickly to customer and end-user communications.
• Collect data and support the completion of Monthly Operations Reviews.
• Perform other duties as assigned.

Requirements

• High school diploma plus 12 months of related work experience.
• Post-high-school education is encouraged and preferred.
• Valid, violation-free driver's license may be required, along with reliable transportation and minimum auto insurance coverage according to company policy.
• Willingness and ability to drive between multiple customer locations throughout Connecticut.
• Ability to cover accounts up to 40 50 miles away and potentially move between locations within the same day.
• Frequent local car travel is required.
• Reliable transportation is required.
• Previous mailroom experience is helpful but not required.
• Ability to lift up to 50 lbs. and stand for extended periods.
• Ability to walk, bend, reach, stretch, climb, and perform other physical activities as required.
• Ability to push or pull wheeled machines that may weigh up to 400 lbs. when necessary for repairs.
• Ability to walk between buildings when required.
• Ability to perform repetitive work while maintaining quality and productivity standards.
• Ability to adapt to changing situations with flexibility, motivation, and a sense of urgency.
• Ability to work independently and maintain positive, productive relationships with coworkers.
• Basic math skills and sound judgment in making decisions and solving problems.
• Excellent oral communication skills and ability to communicate effectively in positive and negative circumstances.
• Working knowledge of account services to facilitate job scheduling.
• Ability to understand written and verbal customer instructions and effectively communicate them to site resources.
• Ability to resolve customer-related issues and troubleshoot and coordinate problem resolution.
• Intermediate proficiency with Microsoft applications, computers, file/folder management, and navigating network production folders.
• Ability to accurately submit monthly expenses in a timely manner using proper coding requirements.
• Schedule flexibility is required. Most assignments are Monday Friday, 8:00 AM 5:00 PM, but some sites may open at 6:00 AM, close at 7:00 PM or later, operate on weekends, or have varying schedules.
• May be required to report to an alternate site on any given day, which may involve additional walking, driving, other transportation, and a commute exceeding the scheduled shift.
• Ability to interpret, comprehend, and apply complex materials, data, and instructions and prepare, provide, and convey varied information.
• Moderate dexterity with regular use of a calculator, keyboard, hand tools, and eye/hand coordination.
• Close vision required.
• Ability to work in office or warehouse environments with adequate lighting and ventilation and normal temperature and noise levels.
• Working conditions may regularly expose individuals to conditions that could result in minor cuts.
• Candidates will not be required to operate large equipment.
• Parking at customer sites is either free or reimbursable.
• Dress code: Business casual; some sites may be more casual.
• Interview: In person.
• COVID requirements: None.

Metasys Technologies is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identify, national origin, veteran or disability status.