Sr Customer Service Executive - Customer Service Operations (Customer Service Operations) - B2201_1

Broad outline of the Role

This position is primarily responsible for providing booking services for the Los Angeles, New York and London facilities by performing the following duties.

Key Responsibilities

• Core duties and responsibilities include the following. Other duties may be assigned.
• Provides booking services for all three facilities via email or phone calls.
• Manages all bookings placed twenty four (24) plus hours in advance during the shift.
• Consolidates work orders in ScheduALL.
• Provides remote information technology (IT) assistance and works in a help-desk capacity, using the built-in Remote Assistance function of Windows to troubleshoot issues on any PCs on the network.
• Manages and maintains the cPanel web/email server. Since this server is connected to the public internet, it can be accessed from anywhere in the world.
• Maintains and develops infrastructure for peripheral systems for operations. This includes but is not limited to the tape database, the error log, and the wiki. All of these are already systems that are interacted with exclusively remotely.
• Provides greater administrative support to engineering and maintains and organizes meeting notes, manages a calendar of all engineering events
• Oversees data analysis and retrieval. Using built-in and external tools to access and organize the data in ScheduALL and other sources (e-mail records, QuickBooks, and VistaLink logs), as in the Live Shots and Surface Mount Technology (SMTs) spreadsheet and the bookings/email by operator charts.
• Ensures to copy-writing for press releases and other company documents.
• Maintains client database to be used for future bookings.

Minimum qualification & experience

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION AND/OR EXPERIENCE:

• Bachelor's degree (B.A.) from four-year college or university; or one to two years related experience and/or training; or equivalent combination of education and experience.

LANGUAGE SKILLS:

• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence.
• Ability to speak effectively before groups of customers or employees of organization.

MATHEMATICAL SKILLS:

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

REASONING ABILITY:

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

COMPUTER SKILLS:

• To perform this job successfully, an individual should have knowledge of: Database Software (Access); Internet Software; Spreadsheet Software (Excel); Order Processing Systems; Word Processing Software (Word); Electronic Mail Software (Outlook).

Other knowledge/skills

To perform the job successfully, an individual should demonstrate the following competencies:

• Analytical - Synthesizes complex or diverse information; collects and researches data; uses intuition and experience to complement data; designs work flows and procedures.
• Design - Generates creative solutions; translates concepts and information into images; uses feedback to modify designs; applies design principles; demonstrates attention to detail.
• Problem Solving - Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; works well in group problem solving situations; uses reason even when dealing with emotional topics.
• Project Management - Develops project plans; coordinates projects; communicates changes and progress; completes projects on time and budget.
• Technical Skills - Assesses own strengths and weaknesses; pursues training and development opportunities; strives to continuously build knowledge and skills; shares expertise with others.
• Customer Service - Manages difficult or emotional customer situations; responds promptly to customer needs; solicits customer feedback to improve service; responds to requests for service and assistance; meets commitments.
• Interpersonal Skills - Focuses on solving conflict, not blaming; maintains confidentiality; listens to others without interrupting; keeps emotions under control; remains open to others' ideas and tries new things.
• Oral Communication - Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions; demonstrates group presentation skills; participates in meetings.
• Written Communication - Writes clearly and informatively; edits work for spelling and grammar; varies writing style to meet needs; presents numerical data effectively; able to read and interpret written information.
• Change Management - Develops workable implementation plans; communicates changes effectively; prepares and supports those affected by change; monitors transition and evaluates results.
• Quality Management - Looks for ways to improve and promote quality; demonstrates accuracy and thoroughness.
• Business Acumen - Aligns work with strategic goals.
• Cost Consciousness - Works within approved budget; develops and implements cost saving measures; conserves organizational resources.
• Diversity - Demonstrates knowledge of EEO policy; shows respect and sensitivity for cultural differences; educates others on the value of diversity; promotes a harassment-free environment; builds a diverse workforce.
• Ethics - Treats people with respect; keeps commitments; inspires the trust of others; works with integrity and ethically; upholds organizational values.
• Organizational support - Follows policies and procedures; completes administrative tasks correctly and on time; supports organization's goals and values; supports affirmative action and respects diversity.

Other Knowledge / Skills Continued

• Strategic Thinking - Develops strategies to achieve organizational goals; understands organization's strengths & weaknesses.
• Judgment - Displays willingness to make decisions; exhibits sound and accurate judgment; supports and explains reasoning for decisions; includes appropriate people in decision-making process; makes timely decisions.
• Motivation - Sets and achieves challenging goals; demonstrates persistence and overcomes obstacles.
• Planning/Organizing - Prioritizes and plans work activities; uses time efficiently; plans for additional resources; sets goals and objectives; develops realistic action plans.
• Professionalism - Approaches others in a tactful manner; reacts well under pressure; treats others with respect and consideration regardless of their status or position; accepts responsibility for own actions; follows through on commitments.
• Quality - Demonstrates accuracy and thoroughness; looks for ways to improve and promote quality; applies feedback to improve performance; monitors own work to ensure quality.
• Quantity - Meets productivity standards; completes work in timely manner; strives to increase productivity.
• Safety And Security - Observes safety and security procedures; determines appropriate action beyond guidelines; reports potentially unsafe conditions; uses equipment and materials properly.
• Adaptability - Adapts to changes in the work environment; manages competing demands; changes approach or method to best fit the situation; able to deal with frequent change, delays, or unexpected events.
• Attendance/Punctuality - Ensures work responsibilities are covered when absent.
• Dependability - Follows instructions, responds to management direction; takes responsibility for own actions; keeps commitments; commits to long hours of work when necessary to reach goals; completes tasks on time or notifies appropriate person with an alternate plan.
• Initiative - Volunteers readily; seeks increased responsibilities; looks for and takes advantage of opportunities; asks for and offers help when needed.
• Innovation - Displays original thinking and creativity; meets challenges with resourcefulness; generates suggestions for improving work; develops innovative approaches and ideas; presents ideas and information in a manner that gets others' attention.

Technical Competencies

OTHER SKILLS AND ABILITIES:

• Excellent organizational, leadership, interpersonal communication and computer skills
• Clear and conceptual thinking ability is a plus.
• Excellent judgment and discretion; ability to handle multiple priorities simultaneously, meet deadlines, and handle work-related stress is required.
• Must be able to work independently and productively with minimum supervision.
• Recognize problems, identify possible causes and resolve routine problems.

OTHER QUALIFICATIONS:

• Able to work a flexible schedule to include nights, weekends and holidays.
• Excellent organizational and time management skills; meticulous attention to detail ability to work as a team member
• Ability to independently schedule and prioritize multiple tasks according to importance
• May require some travel on an as needed basis.

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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee is occasionally required to stand; walk; climb or balance; stoop, kneel, crouch, or crawl and taste or smell.
• The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 100 pounds.
• Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

WORK ENVIRONMENT:

• The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• While performing the duties of this job, the employee is occasionally exposed to wet and/or humid conditions; moving mechanical parts; high, precarious places; fumes or airborne particles; outside weather conditions; extreme cold; extreme heat; risk of electrical shock and vibration.
• The noise level in the work environment is usually moderate.

Total Compensation (excluding benefits)

$65,000 - $82,000