Vacancy expired!
Job Description
Customer Service Associate
Summary of Position
The Customer Service Associate will serve as the primary person responsible to coordinate all aspects of the customer experience with the Capitol Computer & Network Solutions (CC&NS) team. In addition, this role is responsible for a variety of routine activities necessary for daily operations of the business. Finally, given the technology-centric nature of our business, the person in this role must be comfortable with, and knowledgeable about computers, software, and the internet. This role will report to the Manager of Business Operations.
Responsibilities
This role has two major areas of responsibility which include, but are not limited to the following tasks:
Customer Service
Greet customers both face-to-face and over the telephone
Establish rapport, trust, and credibility
Effectively ask questions and actively listen to understand customers issues and service needs
Accurately translate customer needs into meaningful service tickets in our project management system
Update customers on progress of their projects
Follow-up with customers on their level satisfaction
Other, as assigned
Business Operations
Answer phones, triage issues, and direct work to appropriate team-member
Monitor voice mail and general message e-mail box
Schedule service calls with clients
Manage calendar for all business activities
Maintain customer database
Follow-up with customers on payments
Other, as assigned
Preferred Education & Experience
Education or experience in Sales, Marketing, Business, or Technology
Demonstrated professional success in Customer Service or Business Management
Strong interpersonal skills with demonstrated success interacting positively with a diverse customer base
Competencies
Communication Proficiency
Time Management
Initiative
Organization Skills
Leadership
Decision Making
Reporting Relationship
This role reports to the Manager of Business Operations for Capitol Computer & Network Solutions. In addition, this role will partner closely with all other members of the team.
About Capitol Computer & Network Solutions
Voted Best of Santa Fe 2014, 2016, 2018, 2019 and Business of the Year by the Santa Fe Chamber of Commerce - Capitol Computer & Network Solutions is a leading provider of computer and network design, consulting, and repair in the Santa Fe, NM area. We focus on our customers needs and design solutions which meet those needs. We take the time to do it right and aim to be the partner of choice for residents and businesses, alike, in Santa Fe and the surrounding areas.
