Customer Service – Repairs Coordinator (Mountainside, NJ)
Customer Service – Repairs Coordinator
Location: Mountainside, NJ
Status: Full Time

Objective:
Be a valuable team member of Verrex’s Global Service Desk supporting Global Managed Services to clients in the aspect of Verrex’s offered GMS service. The Repairs Service Coordinator manages, tracks and coordinates reinstallation of all equipment repairs within the service & maintenance organization.This position is responsible for entering all repair tickets into the Verrex company system & follow the authorized processes and procedures.This position will coordinate the parts and resources necessary to bring repair tickets to speedy resolution.

Responsibilities:
  • Receive and log failed equipment into Verrex warehouse
  • Enter all Repair tickets accurately into the Verrex ticketing system.
  • Coordinate with manufacturers and repair facilities to ensure repairs are shipped and processed quickly and correctly.
  • Provide customers and end users regular updates with repair status and ETA.
  • Generate cost proposals for repairs and associated service work.
  • Process documentation for timely and accurate billing and payment.
  • Generate reports for management reflecting overall repairs status and productivity.
Requirements:
Ideal candidates will have the following qualifications:
  • Work in a team environment, develop and maintain strong relationships with co-workers.
  • Provide customer service that exceeds customer expectations.
  • Use independent critical thinking skills to troubleshootnon-technical issues.
  • Professionally answer telephone support calls for all global clients.
  • Respond with a sense of urgency when receiving customer correspondence that suggests customer satisfaction or retention is in jeopardy.
  • Ensure successful customer interaction and conflict resolution for both internal and external customers.
  • Ensuring high quality customer service at all levels.
  • Prompt turnaround of service technician confirmations, to meet or exceed Service Level Agreements.
  • Possess and refresh oneself on knowledge of Verrex Service Desk processes and procedures.
  • Follow direction from Tier 2, Desk Manager and Upper Management for daily tasks, if needed.
  • Excellent written and verbal communication skills.
  • Excellent organizational skill, efficient multitasking, and strong attention to detail.
  • Work in a fast paced environment and handle stressful situations.
  • Limited weekend and/or night work may be required.

Preferred Skills & Qualifications:
  • 1-3 years prior work experience working within a client service role.
  • Proficiency in MS Office applications (Outlook, Excel, Word, PowerPoint etc.) is required.
  • A HS diploma.
Compensation offered is commensurate with experience and includes a comprehensive company benefits package. Qualified candidates interested in joining a growth-oriented organization are encouraged to send their resume, including salary requirements to HR@verrex.com .