Location: Boca Raton (position allows for remote work)
JOB OVERVIEW (Scope of Role)
We and our customers count on you to ensure a swift turnaround time in getting our units in our customer’s hands and ensuring the continued optimal functioning of these units used in their assets and vehicles, minimizing fleet interruptions and downtime.
Part of your responsibility will be to ensure an effortless customer experience through providing the best support to our customers. You will continuously look at ways to pro-actively solve potential problems for the customer and working with the rest of the business to improve the overall customer experience.
You will create an environment of superior customer service that’s unrivaled in the industry. We take customer service very seriously and require a team member who is passionate about it.
MAIN RESPONSIBILITIES & DUTIES
Implementation (scheduling of Technicians)
- Working closely with our customer success, client care and customer support teams in ensuring timely allocation of work/jobs to technicians
- Managing the schedules and planning work/jobs for our internal and external technicians
- Assigning tickets in Zendesk to the necessary technicians to action
- Working with customers and technicians in confirming a date and time for work to be completed
- Regular monitoring of tickets and work assigned to technicians and pro-active follow up with technicians and/or customers where delays occur
- Keeping customers up to date on status of work orders to be completed
- Attend customer calls as needed to provide update on status of scheduled jobs
- Manage LTE installations for your assigned customers
- Part of project team responsible for new customer rollouts and ensuring that tasks are completed on time
Customer Service Metrics
- Daily monitoring and tracking of your performance against SLAs, KPIs, Objectives and other customer service metrics
General
- Become a product expert
- US Based position
- Work closely with the rest of the operations and support teams to continuously improve customer service and customer experience
- Continuously improve and simplify processes and systems
- Perform ad-hoc related duties as assigned by Manager
Education - Bachelor’s or similar degree/qualification
Experience - 2+ years of experience in a scheduling role
Specific skills (Technique -abilities) (Certifications-Licenses)
- Highly analytical, organized, patient
- Ability to deal with Customers
- Presentation skills
- Technical competence (MiX Products & Solutions)
- Knowledge of Hours of Service and ELD regulations
- Excellent English written and oral communication skills
- Expertise managing client relationships / accounts for technically complex products and platforms
- Proven people management and leadership skills
Personal characteristics (Emotional characteristics/ Attitude)
- Positive, Energetic, Ambitious
- Proactive
- Organized
- Motivated, goal oriented, solution focused
Please email your application to anel.radaelli@mixtelematics.com