Opportunity at Progent for Customer Services Administrative Assistant Northern California Silicon Valley and Nationwide
The Customer Services Administrative Assistant helps the Director of Customer Services in the day-to-day operations of Progent’s Customer Care initiatives, including tasks such as First Service follow up calls. The Customer Services Administrative Assistant will provide a variety of administrative duties for the Director of Customer Services, to ensure Progent provides exceptional customer care.
Benefits of Teaming with Progent
Progent is a progressive network consulting and IT outsourcing firm based in San Jose, California, in the heart of Silicon Valley. Unique models for client acquisition, support delivery, network environment, and employee compensation have allowed Progent to become one of the fastest growing and most respected Microsoft Gold Partners in the United States.. Our shared technical information base and team approach to problem solving has allowed Progent to build up a talented staff and a loyal worldwide customer base.
Job Title
Customer Services Administrative Assistant
Job Code
CS07
Status
Hourly
Department
Customer Services
Work Location
Work from home, virtual office infrastructure
Essential Functions
To provide a variety of administrative duties for the Director of Customer Services, to ensure Progent provides exceptional customer care. Responding promptly to client requests for information, and presenting a professional demeanor in communications with internal staff, clients and potential clients. Ensure completeness, accuracy and timely entry/updates of customer information in the Lotus Notes database. Promptly answer and appropriately route incoming calls to Progent’s main phone number. This is a salaried position.
Relationships
Reports to:
Director of Customer Services
Works Closely with:
Technical Response Center / Remote Windows Team, Progent Consultants and Experts Team Members, Bus Dev and other staff members
External Relationships:
Clients, technical resources, and vendors
Responsibilities
Primary duties include:
Assist Director of Customer Services in the day-to-day operations of Progent’s Customer Care initiatives, including tasks such as First Service follow up calls.
Answer incoming calls on all assigned phone groups during business hours, 8 am – 5pm Pacific Time
Communicate personal availability on a daily basis using MS Outlook calendar
Responsible for entering all new clients, client contacts, contracts, pricing, and Progent assigned representatives for each new client within two hours of the incoming signed agreement, or by the end of the work day. Communicating to the service team and Operations when each new client is ready for Service Reporting.
Basic Notes database upkeep- updating the client record for address changes, team member changes or addition/deletion of client contacts.
Researching and resolving any Service Report E-mail Bounces or returned invoices, at the request of Financial Operations.
Recognizing and communicating opportunities to express client appreciation, assisting in the logistics, if requested.
Drafting a variety of client communication letters/e-mails for the Director of Customer Services.
Assist the management team with Customer Service Flag tracking and client issue resolution, including creating Refund Negotiation Worksheets to communicate client payment settlements to Financial Operations.
Generate monthly client reports, as requested
Per established Customer Care standards, following up on a variety of system generated client alerts.
Use appropriate tools such as Instant Messaging, telephone and email to communicate with internal staff
Create daily Service Reports for all services performed, both for Clients and for internal services.
Follow through with customers to determine satisfaction, escalating service issues as necessary
Assist with Professional Development program as requested, including research of appropriate classes, adding Microsoft credentialed individuals to the program, researching new certifications, sending out announcements of upcoming classes / new certification tracks, etc.
Providing Administrative support for monthly services invoicing, if appropriate.
Other duties as assigned.
Qualifications/
Education
Characteristics:
Must be an innovative problem solver
Must posses the self discipline for a work-at-home structure, including being self motivated.
Must be detail oriented and compliant to existing Operational policy and procedures
Ability to successfully balance work and home life
Strong written and oral communications skills, as well as excellent interpersonal and negotiation skills
Dedication to excellent customer service, both to our clients and other staff members.
Possesses the ability to put customers and engineers at ease, staying calm through difficult situations.
Ability to establish and maintain relationships via telephone and email.
Other Requirements:
Minimum of 3 years of experience with Microsoft Office suite (Outlook, Word, with emphasis on Excel expertise).
Minimum of 3 years of experience as an Administrative Assistant, preferably supporting Director Level individuals, or in any services industry.
Familiarity with IT environment components and terminology a plus.
Must have the capacity for a high-speed Internet connection from a home office (Cable modem or DSL).
Must have a suitable work environment for a home office that provides a productive and undistracted work area.
Must be able to answer a company-provided dedicated business phone without unprofessional background sounds.
Education:
High school diploma or equivalent experience.
If you are interested in applying for this position, please e-mail your resume to job-cs07@progent.com. Please include the job code of the position that interests you.
