Election Systems & Software

Customer Support Coordinator

US-NE-Omaha
2 days ago
Job ID
2017-1198
# of Openings
1
Category
Customer Service/Support

Job Description

Salary Grade 11    Hiring Range $37K    $46K

 

A Coordinator, Customer Support (CSC) is responsible for providing assistance to customers in determining the appropriate products and services in alignment with election jurisdiction requirements. CSCs interact within specific territory with customers, internal stakeholders, partners and vendors to answer their inquiries about product and service information. They work to ensure the accuracy of customer and business records by obtaining information from the customer; the information gathered also is used to determine if any new products or services would benefit the customer. The customer service coordinator often communicates with the customer over the phone or through email.

 

 

Essential Duties and Responsibilities:

  1. Act as the owner and primary point of contact for customer deliverables within an assigned territory.  This includes but is not limited to organizing workflow and communications among all activities required to execute fair, accurate and error free elections.
  2. Deal directly with customers either by telephone, electronically or face to face to provide basic technical and procedural phone support (Tier 1) for customers with the goal of first call resolution. Route the customer to the correct ES&S department in the event that additional help is required.
  1. Provide quality resolutions of customer issues and questions including but not limited to processing orders, forms, and requests related to products and services; coordinate issues’ resolution through appropriate subject matter expert; organize workflow, document and follow-up as required to meet commitments; process orders, forms and requests related to products and services; and assure timeliness of shipments and/or response commitments; and facilitate accurate and timely billing to clients.
  1. Organize and communicate input requirements due from customers; and assist customers in collecting and returning election information.
  1. Prepare and disseminate reports summarizing coordinator activities and outcomes.
  1. This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Qualifications:

 

Education:  Bachelor’s or Associates degree in business administration field preferred; or equivalent combination of education and experience

 

Experience:       

At least 1 year experience including:

Proficient with MS Office Suite, Outlook and general office administration

    

Competencies:

Excellent oral and written communication skills                 

Problem Solving/Analysis

Social and interactive skills for effectively working in a cooperative team environment

Strong ability to prioritize and manage multiple, concurrent activities within time constraints

Thoughtful decision making based on appropriate research and consultation with SMEs

 

Licenses/Certifications Required:  None

 

Supervisory Responsibilities:  This position has no supervisory responsibilities.

 

Work Environment:  This job operates in a professional office environment which routinely uses standard office equipment such as computers, telephones, and photocopiers.

 

Physical Demands:  The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  While performing the duties of this job, the employee is regularly required to talk or hear.  The employee may be required to lift boxes and media of up to 25lbs., unassisted. The employee frequently is required to stand; walk; hands to finger, handle or feel; and reach with hands and arms.  Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

 

Travel:  Approximately 10 - 15% travel is expected.  Expect overnight travel four (4) to five (5) times annually to attend meetings and participate in election support.

 

Security:  Required to consistently demonstrate adherence to all security requirements and accepted practices as contained in the current ES&S Security Policy.  Incumbents must proactively read, comprehend and adhere to all ES&S security policies, practices and procedures regarding the safety and safekeeping of co-workers, products, services and other intellectual property as defined in the ES&S New Business and Non-disclosure, or Proprietary matters, Confidential matters and Non-Competition agreements, and the current ES&S Security Policy Manual.

 

EEO Statement:  In order to provide equal employment and advancement opportunities to all individuals, employment decisions at ES&S will be based on merit, qualifications, and abilities.  ES&S does not discriminate in employment opportunities or practices on the basis of race, creed, color, religion, sex, sexual orientation, national origin, citizenship status, marital status, age, disability, genetic information, or because of past, current, or future military obligations or any other characteristics protected by law.

This policy governs all aspects of employment, including selection, job assignment, compensation, discipline, termination, and access to benefits and training.

 

E-Verify: ES&S shall electronically verify the employment eligibility of their newly hired employees and shall submit a query to E-Verify for any newly-hired employee after completion of the I-9 process and no later than the end of the third business day after the employee’s actual start date.

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