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Administrative Assistant I
US-NC-Winston Salem
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<p><b>Job Description:</b><br /> o Provide a single point of contact for customer equipment move inquiries and escalations to resolve a wide variety of questions, issues, and customer service needs.</p> <p>o Review customer move inquiries received via multiple sources (inbound phone, email, web inquiries, etc.) to evaluate customer requests and determine best options for resolution.</p> <p>o Coordinate needed resources and partner with customer, field technicians, MEM leadership, NBST team and Sales organization to appropriately resolve equipment move inquiries and escalations as expeditiously as possible</p> <p>o Professionally communicate with customers in a timely manner on resolution plan, progress updates and resolution.</p> <p>o Utilize various PBNA tools and systems including CETS, CRS/Siebel, SAP and Microsoft Office to document, process, track, update and resolve customer equipment move inquiries.</p> <p>o Accurately record and maintain records of all resolution activity for assigned accounts by performing appropriate data entry related to each customer inquiry</p> <p>o Ensure compliance and process adherence at various steps of the equipment move resolution process including the customer order, prep, install, confirmation, and field requests.</p> <p>o Demonstrate professional and calm communication with upset and/or difficult customers and service providers.</p> <p>o Build strong working relationships with diverse customers, service providers, and colleagues</p> <p>o Execute customer surveys to gauge customer satisfaction levels</p> <p><b> </b></p> <p><b>BASIC REQUIREMENTS:</b></p> <p> High School diploma or GED</p> <p> Demonstrated verbal and written communication skills</p> <p> Proficiency with MS Office, especially Excel</p> <p> 1-2 years of prior customer service experience</p> <p> Strong problem solving, analytical, and organizational skills</p> <p> Ability to multitask work in multiple applications simultaneously and answer phone calls from internal and external partners</p> Proven ability to work independently with minimal

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