Field Service Client Administrator - NY

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Job Purpose: The role of the Field Service Client Administrator (FSCA) - NY is to develop a trusted advisor relationship with facility staff members. To establish him or herself as the point of contact for managing the day-to-day services and support needs of their assigned area and seek to improve customer loyalty and satisfaction. Provide quality and timely customer service to various audiences associated with correctional facilities, Securus personnel, and partners. Perform minor maintenance and repair on kiosks, telecommunication equipment, associated computers, networking, and electronic equipment. Ensure data integrity and proper system functionality of all Securus onsite products. 

Essential Duties:

• Primary representative between on-site facility personnel, Account Management & other Securus personnel 

• Research issues reported by Agency staff members to achieve resolution or escalation to the appropriate department 

• Assist, monitor, and or issue escalations as needed with other internal departments. 

• Communicate internally all client requests and issues to facilitate resolution 

• Open, address, resolve, and track heat tickets and advise customers and Securus Personnel of service affecting issues 

• Required to maintain partnership and regular communication with Account Management 

• Maintain a high level of client satisfaction through outstanding customer service and support. 

• Required to attend onsite meetings as designated by facility leadership 

• Perform basic Technical Support functions (password resets and handouts, user setup, etc.) and basic product training as needed or requested by the customer. 

• Travel to neighboring facilities within an assigned region, sometimes with minimal lead time, as a backup. 

• Assist Tech Support in the maintenance of computer hardware, software, and other equipment by providing troubleshooting results 

• Perform Kiosk maintenance (keyboard, USB replacement, camera adjustment, etc.) 

• Oversee rollout of services for newly acquired clients to align both parties’ interests 

• Manages and maintains assigned company inventories and assets (tablets, accessories, tools, parts inventory, laptops, etc.) 

• Distribute tablets and accessories to approved incarcerated individuals 

• Collect and track customer statistics and trends that may assist in determining future account behavior and opportunities. 

• Understanding systems, training, and support needs for assigned client base & referring them to our Account Manager and internal Customer Training as needed. 

• Perform other duties as assigned. 

Knowledge, Skills, and Abilities:

• Excellent oral and written communication & presentation skills 

• Ability to communicate with co-workers and business contacts courteously and professionally. 

• Ability to develop ongoing rapport with clients and consumers and obtain relevant information 

• Ability to work under pressure, to meet deadlines, to deal positively with rejection and conflicts, as well as negative feelings about products. 

• Strong relationship management skills 

• Proven ability to manage multiple projects at a time while paying strict attention to detail 

• High degree of problem-solving, conflict resolution, and negotiation skills for both external and internal customers 

• Demonstrated ability to communicate, present, and influence effectively at all levels of the organization, including executive and C-level 

• Must be able to work in a fast-paced environment where problem resolution times are measured in hours. 

• Strong data/information analysis and integration skills. 

• Ability to effectively manage time and information with minimal supervision. 

• Excellent organizational and time management abilities 

• Ability to identify, prioritize, and respond to multiple conflicting tasks. 

• Ability to quickly adapt to change 

• Flexible and enthusiastic to learn new skills and problem-solving solutions 

• Uses small hand tools to make kiosk and/or video visitation repairs 

• Ability to travel up to 1 week with 2 weeks’ notice. 

• Proven ability to successfully draft and execute strategic account plans. 

• Must exhibit all the company’s cultural attributes 

Minimum Qualifications:

• High School Diploma or GED equivalent 

• Reliable transportation with the ability to travel from facility to facility 

• Have no family incarcerated in any local Correctional Facility 

• Proficiency in Microsoft Office (Word, Excel, PowerPoint), & capable of learning new technology 

• Ability to work well in an energized, fast-paced, entrepreneurial, and collaborative environment 

 Preferred Qualifications:

• Relevant work experience in the technology or telecommunications industry 

 Physical Requirements:

• While performing the duties of this job, the employee is regularly required to: stand, sit, talk, hear, and use hands and fingers to operate a computer, telephone, and a variety of office equipment. 

• Occasionally may need to reach, stoop, or kneel.   

Salary and Benefits:

At Aventiv, our salary and benefits are designed to fit you as a whole person. We offer a salary range based on experience and qualifications to ensure your unique contributions are met with our most competitive offer.

• $23.26 - $26.52 /hr
• Health Insurance
• 401(k)
• Disability
• Life Insurance
• Paid Time Off
• Voluntary Benefits

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Equal Employment Policy:

Aventiv is proud to be an equal opportunity employer. All decisions regarding recruiting, hiring, promotion, assignment, training, termination and other terms and conditions of employment will be made without regard to race, color, national origin, biological sex, sexual orientation, gender identity, gender expression, gender presentation, religion, age, pregnancy, disability, work-related injury, veteran status, genetic information, marital status, or any other factor that the law protects from employment discrimination. We do not discriminate based on genetic information in accordance with the Genetic Information Nondiscrimination Act.