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Kahler Automation · 1 month ago

Call Center Coordinator

Fairmont,MN,US

Full-time

Onsite

New Grad, Entry Level

0+ years exp

Kahler Automation is a company focused on providing automation solutions, and they are seeking a Call Center Coordinator to support their phone support team. The role involves managing support calls, creating and managing tickets, and assisting with billing inquiries.

Industrial AutomationManufacturing

Responsibilities

Manage workflow by accepting and triaging incoming calls, creating tickets, and assigning them to the appropriate queue or individual

Monitor the unassigned ticket queue regularly to ensure tickets are addressed promptly

Track open tickets to confirm they are progressing toward resolution, maintaining up-to-date status information, and ensuring the service team closes tickets in a timely manner

Review completed service tickets to ensure all work is accurately documented, verify that billable items and hours are correctly recorded, and prepare them for timely and accurate invoicing in the ERP system

Assist customers with billing-related questions and research customer inquiries or invoice issues using the ERP system

Create and manage Service Request Orders (SROs), coordinating with internal teams to make sure customers’ expectations are met

Handle Customer Warranty Claims, providing regular updates to customers throughout the process to maintain satisfaction

Assist with creating and maintaining accurate customer accounts and records in the Customer Relationship Management (CRM) system (HubSpot)

Assist in generating weekly reports on service department metrics, helping the team track performance, identify trends, and support continuous improvement efforts

Qualification

CRM systemsERP systemsMicrosoft OfficeCompTIA A+Communication skillsTeamworkProblem-solvingAdaptability

Required

Associate degree (A. A.) or equivalent from two-year college or technical school in computer programming, networking, electronics, CompTIA A+ or equivalent; or six months to one-year related experience and/or training; or equivalent combination of education and experience

Strong understanding of Microsoft Office applications

Ability to solve practical problems and deal with a variety of variables in situations in a logical manner to come to conclusion

Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form

Ability to do basic mathematical calculations which include discounts, interest, commissions, proportions, and percentages

Ability to read, analyze and interpret documents such as safety rules, general business periodicals, technical procedures, or governmental regulations

Ability to write reports, business correspondence, effectively and clearly

Effectively, verbally communicate with co-workers and customers