Service Operations Coordinator

Job Summary

The Service Operations Coordinator will be based at Bell and Howell’s HQ office located in Durham, NC, with operations throughout the U.S. and Canada, and reports directly to the Manager of the Customer Care Center. The Service Operations Coordinator supports the call escalation workflows within Salesforce. This position will manage/coordinate service calls, PM inspections, and other activities within a region to help maximize tech utilization, realization and customer satisfaction. The Service Operations Coordinator will manage most service communications and activities within their assigned region to achieve agreed upon SLA with our OEM and direct customers. This position will also act as a liaison between Service Operations and other Business Units to help drive improvements within Salesforce and other call activities related to Service call workflows.

Job Responsibilities

• Manage/Coordinate all service calls and PM inspections within assigned regions, helping drive utilization and customer satisfaction.
• Manage and drive the field Service team and customers on PMs, installs, and open calls using district level dashboard.
• Direct support for OEMs on questions related to ETAs, call escalations and SLA questions, supply feedback to OEMs in a timely manner.
• Manage assigned OEMs, represent BH in meetings with the OEMs and help drive customer satisfaction working with BH Service Operations Team.
• Subject Matter Expert for the Service organization on the salesforce workflows related to call escalations.
• Data management in Salesforce work with DSSs/DSMs to maintain accurate data (PM owners, Primary secondary, and skills).
• Establishes positive relationships with internal/external customers to facilitate productive exchanges of information.
• Promotes adherence, best practices, and provides guidance to the Service organization to maximize efficiency on the salesforce workflows.

Competencies (Skills, Knowledge And Abilities)

• Strong computer proficiency, including Microsoft Excel, Word, and Salesforce.
• In-depth knowledge of Salesforce processes and workflows.
• Experience working in a call center environment, managing customer interactions efficiently.
• Ability to troubleshoot workflow issues and provide direct customer support.
• Strong oral and written communication skills, with the ability to convey complex information clearly.
• Demonstrated ability to build and maintain customer relationships through high-quality service.
• Strong active listening skills to understand and address customer concerns effectively.
• Excellent analytical skills with a proven ability to handle complex issues and find effective solutions.
• Strong decision-making and issue-resolution skills to drive operational efficiency.
• Ability to identify potential concerns proactively and develop appropriate action plans.
• Self-starter with strong ambition, drive, and motivation.
• Personally committed to continuous learning and professional development.

Education And Experience

• A high school diploma or GED and a minimum of 2 - 4 years of related experience or equivalent combination of experience and education is required.

Other Duties

Please note 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.

Physical Requirements

• Ability to remain in a stationary position 75% of the time.
• Ability to type on a keyboard.
• Ability to hear and talk.
• Ability to move about inside the office to access file cabinets, office machinery, etc.
• Ability to operate a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer.
• Requires close vision for computer work and reviewing correspondence.