New York, New York, United States
Seasoned Customer Service / Customer Experience professional with 10+ years experience in a client-facing role.
• Act as the lead point of contact for the New York City Department of Education client account, and the sole point of contact for initial escalations. • Manage ServiceNow and TOGaDesk dashboards for client and internal use. • Provide ongoing training and support for new ServiceNow and TOGaDesk dashboard users; oversee training and onboarding for new and existing users of all systems. • Provide account updates and executive summary during weekly client meetings; lead weekly internal management meetings. • Prepare and send daily, weekly, and monthly high-level reports, maintaining clear reporting history in ServiceNow. • Lead a team of four, ensuring the team is working with diligence and urgency, including oversight of a shared inbox, regular and frequent review of open issues and proactive follow-up. • Responsible for overseeing and managing an ever-changing schedule of client site visits, prioritizing issues and conflicts with discernment. • Liaise between company executives, clients, service technicians, vendors, and contractors with confidentiality. • Partner with vendors to maintain a working knowledge of their policies and warranties. • Provide ad-hoc administrative support to company executives as needed. • Oversee special projects with a high degree of confidentiality, efficiency, and ownership.
• Responsible for overseeing, scheduling, and coordinating all service calls by tracking each request from start to completion, including creating tickets and updating ServiceNow database with accurate notes and updates. • Liaise between company executives, clients, service technicians, vendors, and contractors with discernment and confidentiality. • Maintained and updated Service Agreement databases, handling proprietary documents and information with confidentiality, including client agreements, maintenance agreements, billing agreements using NetSuite. • Partner with vendors to prepare warranty paperwork and maintain accurate records. • Support reception duties when needed. • Provide exceptional reception services in person and by phone to all guests, clients, visitors, and staff. • Operate a phone system to answer and screen calls, provide information, take messages, or schedule appointments. • Greet, assist, and provide hospitality to all persons upon arrival to the office.