Administrative - Customer Care Representative

Company: Computech Corporation
Location: Atlanta
Posted on: May 28, 2023

Job Description:

POSITION SUMMARY & KEY AREAS OF RESPONSIBILITY:

*Position responsible for ensuring contractual obligations with customers are met on a work order and systems basis; Coordinates activities associated with product/service resolution issues* Required to have maintain working relationships with all WCS operations-focused groups, including but not limited to: Field Support Centers, Field Operations Management (primarily TMs), the Worldwide Service Logistics organization, the Billing Operations Center and Customer Advocates, 3rd party contractors, Depot Repair centers, and Customer Care Centers* Must have a thorough understanding of WCS systems, operations and policies, and customer contract specifics that are used to resolve customer problems; Works with many implementation roles such as Project Managers and Implementation Managers/Coordinators as NCR implements solutions; Required to coordinate WCS internal projects for the customer* Assist AS 3-4s, TMs, and/or ESMs in the following areas: Service Delivery and Service Fidelity, Evaluate ongoing effectiveness of Parts Plan with the Logistics Analyst & provide updates* Communicate specific SLA (service level agreement) requirements to international locations; Actively assist in SLA commitments including running the SLA monitoring tool daily; Analyze account-specific subcontractor performance and match to SLA requirements for compliance* Provide information to the Logistics Analyst for account-specific Parts Plans; Update the Account Support Plan as required* Assist with determining Out-of-Scope services rendered to the customer; Attend vendor and customer meetings when required* Participate in installation planning sessions* Provide input to the Customer Specific Service Aid Mini Manual (SAMM)* Ensure that the customer uses the proper primary escalation contacts within WCS

* Isolates problems and creates resolution plans; Logs problem resolution/maintains databases* Supports the resolution of known software problems to be fixed in later releases* Prepares standard reports to ensure SLA is represented accurately

* Perform analysis on all penalties for all NCR service delivery contracts subject to penalties* Run Standard and ad hoc Reports; Gather information for the Critical Care Process when needed; Ensure customer data integrity in D1 for service delivery, billing and customer reporting* Work with customer help desks on specialized SLA management activities, when normal NCR processes are failing; Maintain customer relations and observe customer process change* Assist with accounts receivable management; Run queries for margin improvement/incident reduction us* Fast-paced, team environment working with internal networks and the external customer; Daily job responsibilities may change based on customer need; Maintain and update knowledge/skills through training and development opportunities* Possible travel required based on account requirements BASIC QUALIFICATIONS: Technical/Vocational Certification Administrative experience, analytical, and/or technical experience, preferably within WCS Demonstrated proficiencies with Microsoft Office Suite software

PREFERRED QUALIFICATIONS: Bachelor's Degree preferred

POSITION SUMMARY & KEY AREAS OF RESPONSIBILITY:

---Position is responsible for scoping, designing, pricing and implementing projects relating to NCR's Global business; Position ensures that their projects meet both customer and NCR needs in respect of revenue, margin, schedule, scope and process

---Meet with customers, account teams, pricing teams and Solution Architects to design, scope and help price a project that is deliverable and agreed by all parties

---Gathers information from a wide range of sources to resolve problems with unknown solutions including internal business units and third party vendors

---May serve as a mentor in one or two product domains or customer specialties

---Owns the overall management of the project, coordinating resources across organizations and managing to timeline

---Accountable for successful design, development, and deployment of global service processes and related infrastructure

---Responsible for Expense billing and labor billing.

---Accountable for overall project profitability.

---Participates in requirements gathering process and user testing

---Manages all phases of a project

---Contributes to recommendations on process redefinition to adapt processes to solutions; Document all project processes, schedules plans, etc; Manage projects within scope; Manage project risk items; Manage project milestones, schedules and resources (including internal and third party resources)

---Create the project team for each project; Work with the other members of the NCR Global Project Office to start up the project (team training, hand-over, escalation processes, templates, etc.)

---Work with NCR Services teams around the world to raise awareness and allow time to implement the project successfully

---Manage change control, escalations and customer expectations throughout the life cycle of the project

---Provide customers and NCR associates with the required project reporting

---Must be able to motivate and inspire people to keep the project moving toward successful completion even in the face of the physical demands of aggressive project schedules and the emotional demands of discouraging developments

---Manages the interactions between the customer and the rest of the project team resulting in good customer relations and an enthusiasm for the project and the customer relationship

BASIC QUALIFICATIONS:

Bachelor's Degree

2-5 years of experience

Excellent customer relationship skills Excellent track record of project success Strong sense of urgency and integrity
Strong ability to listen well and give clear and unambiguous instructions to all parties

PREFERRED QUALIFICATIONS:

PMP certified (or working towards certification)

Keywords: Computech Corporation, Atlanta , Administrative - Customer Care Representative, Administration, Clerical , Atlanta, Georgia