Service Operator

Job Summary

The Administrative Assistant is responsible for providing administrative and clerical services to ensure effective and efficient operations.

Answering phones, filing, data processing, envelope stuffing and mailing, message delivery, running errands, picking up or dropping off packages, and other duties as necessary.

You may also follow up with clients or vendors, so professionalism is a must.

General Required Skills

• Professionalism
• Excellent communication
• Client-oriented
• People skills
• Positive team attitude
• Self-motivated
• Self-sufficient
• Able to follow procedures
• Ability to document
• Time management
• Good writing skills
• Analytical
• Troubleshooting skills
• Work effectively in a fast-paced, team-oriented environment
• Technical understanding
• Data entry skills

Responsibilities and Duties

• Document notes, tickets in CRM
• Greet and welcome walk-in guests / clients / vendors
• Answer, screen, and forward incoming phone calls
• Maintain office security by following safety procedures
• Maintain strict confidentiality in all aspects of client, staff, and vendor information
• Ability to be resourceful and proactive when issues arise
• Multitasking and time-management skills with the ability to prioritize tasks
• Receive and sign for incoming packages and / or mail as received and distribute accordingly
• Scheduling Overflow assistance
• Communicate with Clients on service call status and changes in the schedule as needed
• Create tickets that come in
• Delete or merge tickets that are created as duplicates due to responses
• Weekly workstation patch management tickets / emails
• Make needed adjustments to the schedule as needed throughout the day
• Ensure work is distributed on all technicians’ schedules. If one technician is overbooked, check if another technician can take over Daily
• Ensure all tickets are touched daily in all queues Daily
• Follow up on all Dispatch / Helpdesk calendar to-dos Daily - Clients, Vendors, Pending FedEx deliveries, etc.
• Coordinate calls with clients as requested
• Obtain additional information from clients as requested
• Check with technicians when they go on-site to make sure they know who they will be working with and to confirm they have everything they need before they leave
• Sort and organize received products / equipment for clients
• Label and print To-Go reports
• Print To-Go reports for incoming packages / equipment technicians bring back from client sites
• Collect signed To-Go reports from deliveries / drop-offs to file
• Receive mail and incoming packages
• Greet clients / vendors / walk-ins
• Answer phones / Transfer or take messages
• Monitor TST box - Vendor, Junk, Inbox, Pending action, Processed mail
• Monitor SMS, Website Chatbox
• Create and maintain filing systems, both electronic and physical
• Establish and maintain effective team relationships with all departments
• Follow all company policies, procedures, and business ethics
• Perform general clerical duties to include photocopying, faxing, mailing, light bookkeeping, and filing
• Create and modify documents and / or reports using word processing, spreadsheet, database, and / or other presentation software
• Overflow assistance when staff are absence
• Clean kitchen and meeting areas
• All other duties as assigned

Competencies / Qualifications / Requirements

• A high school diploma or GED required
• At least two years in retail, call center, customer service preferred
• Demonstrated ability to communicate professionally with clients
• Experience working under pressure with multiple tasks / projects
• Proficient computer and internet skills, including Microsoft Office Suite
• Familiarity with Adobe tools a plus
• Strong verbal and written communication skills
• Strong organizational and time management skills
• Passion for technology is a plus

Company Benefits and Perks

• Health Insurance
• Health Savings Account (HSA)
• 401k contributions and matching
• Paid Time Off
• Holidays off
• Coffee and snacks provided
• Company team activities

The job description is not an exhaustive statement of all the duties, responsibilities, or qualifications of the job, nor is it intended to limit opportunities.

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