Service Administrator presso Kelley Create

Job Title: Service Administrator

Department: Service

Reports To: Service Manager

FLSA Status: Non-Exempt

Salary: $20.00  - $24.00 per hour

Benefits: Benefit Eligible

 Kelley Create is a dynamic and innovative business technology company dedicated to helping our partners grow their businesses while supporting the wild success of our co-workers and ourselves. We pride ourselves on delivering exceptional customer service and are committed to driving growth and success in our industry.

Summary: 

The Service Administrator primary function is to assist in organizing the administrative and operational management of the Service Department – from call dispatch to warranty submission.

Essential Job Functions:

• Fields incoming internal and external customer inquiries for Service Dispatch – both in
• terms of phone calls and emails.
• Reviews and adjusts daily availability for the technicians as needed. 
• Opens service orders as directed, updates technician comments, and prepares the work orders for closing. May close work orders as directed by Field Service Managers.
• Assists the Service V.P. and Field Service Managers in staying on top of work orders in process to ensure that they are closed in a timely fashion.
• Processes Service Department warranty claims. Submits claims to the manufacturer and follows up to ensure payment is received.
• Makes travel reservations for the Service Department as needed. 
• Processes incoming Inter Territorial Service (ITT) requests.
• Processes Xerox contract conversions.
• Updates published service pricing as needed.

 Competencies: 

To perform the job successfully, an individual must demonstrate the following competencies to perform the essential functions of this position. 

• Customer Focus: The individual needs to demonstrate understanding and compassion for concerns and issues. The individual should promptly address customer inquiries and complaints and go above and beyond to ensure customer satisfaction.
• Communication Skills—Clearly and effectively communicate with customers and team members. Writes concise, clear, and professional emails and messages. Pays full attention to customers, understands their needs, and responds appropriately. 
• Problem-Solving Skills: The individual identifies the root cause of customer issues and develops effective solutions. They think outside the box to resolve customer problems and improve service. They make sound decisions quickly to address customer needs and issues.
• Time Management: The individual effectively prioritizes tasks to manage multiple customer inquiries and issues. Completes tasks.

Adaptability—The individual adapts to changing customer needs, policies, and technologies. Remains calm and effective under pressure during high-volume periods. Quickly learn new procedures and systems as required. 

 Qualifications: 

• High School Diploma or GED

• Excellent customer service skills
• Able to work independently and utilize sound judgment and problem-solving skills.
• Must be detail-oriented, with excellent administrative and organizational skills. 
• Ability to manage multiple tasks and meet established deadlines
• Outstanding written and verbal communication skills
• Motivation and the ability to work independently with little or no supervision

 Language Skills:   

Ability to read and interpret documents such as rules, instructions, and procedure manuals.  Ability to write routine reports and correspondence.  The incumbent must read and respond to documents in hard copy and electronic form.  Ability to speak effectively before customers, employees, vendors, and association members.

 Math Skills:    

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, and area.  Ability to apply concepts of basic algebra and geometry.

 Reasoning Ability:    

Ability to solve practical problems and deal with various concrete variables in situations where only limited standardization exists.  Ability to interpret various instructions furnished in written, oral, diagram, or schedule form.

 Computer Skills

Proficiency in Microsoft Word, Excel, Outlook, and CRM is required.     

 Certificates and Licenses:  

Driver’s license for travel to client work sites required.

Physical Demands and Work Environment: 

The physical demands and work environment described below represent the activities and surroundings of the positions.  Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. The work is typically performed in an office environment, with a moderate noise level. To perform the job, the employee is frequently required to talk and hear on the telephone and in person with individuals and groups. The incumbent will carry materials (presentation) weighing up to 25 lbs when traveling on business. Approximately 70-80% of the time is spent traveling to, from, or at local client sites. 

 Competitive Benefits Package Include:

• Medical Insurance
• Dental/Vision Insurance
• Life Insurance
• Flexible Spending Account Options
• Supplemental insurance
• 401K with company match
• Profit Sharing upon goal attainment
• Paid Time Off
• Paid Holidays
• Ongoing training opportunities

 Must have reliable transportation, a Valid Driver’s License, and pass pre-employment screening.

 Equal Opportunity Employer 

Kelley Create is an equal opportunity employer and is committed to providing equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, marital status, or veteran status. In addition to federal law requirements, Kelley Create complies with applicable state and local laws governing nondiscrimination in employment. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation