Customer Service Representative II

Need to have your own laptop. Two months contract (Possible extension).

Job Title:

Customer Service Coordinator.

Location:

Office Based (min 3 days) in Atlanta, Weekend Rotations required for customer support and downtime support. Saturday and Sunday Remote Work. Monday, Tue & Friday mandatory in office. Two days week off Wed and Thurs.

We are seeking a dedicated and detail-oriented Customer Service Coordinator to join our team. The ideal candidate will be responsible for logging service calls, follow up with service providers on ETA’s and return trips, support technicians with Costa specific software and telemetry questions, supports customers and technicians with payment system support and is managing the execution from Preventative Maintenance programs. This role requires excellent communication skills, strong organizational abilities, technical background in our equipment and a proactive approach to problem-solving.

• Customer Support and Issue Resolution:
  • Act as the primary point of contact for our clients who require assistance with coffee machine operations, troubleshooting, or other inquiries.
  • Promptly respond to support requests via phone and email, ensuring timely resolution of customer issues.
  • Escalate complex issues to the appropriate technical teams or vendor partners, while maintaining regular communication with clients.
  • Monitor downtime on equipment and perform proactive outbound calls to operators.
• Subject Matter Expert for Back-end support:
  • Manage Grid 2.0 for correct machine set up and reporting.
  • Support technicians in commissioning and equipment set up.
  • Escalate issues to the international helpline for resolution.
  • Manage payment portal and payment devices, support technicians and the Swipe team in device set up for customers.
  • Support master data updates from our equipment fleet and customer base.
• Service provider SLA:
  • Monitor open service calls and work with service providers and a fast resolution from open calls within SLA guidelines.
  • Report on SLA performance per customer or service provider on a monthly basis.
  • Review parts usage and provide data for supply chain to minimize service interruptions in the field.
  • Continuously review processes and adapt based on the growth of the company, create service bulletins and support documents in the form of videos, checklists or virtual refresher classes.
  • Process and review warranty claims with OEM’s.
  • Create WO’s for service providers.
  • monitor and execute PM schedules with our service providers.
• Sales Support Functions:
  • Support trade shows, customer field trials and market visits if needed.
  • Support customer roll outs in liaison with the sales team, marketing, supply chain and Client resources, support if needed with market visits.

• High school diploma or equivalent; a degree in business, service, engineering, or a related field is preferred.
• Proven experience in customer service, field service operations and technical support from technicians and our customers.
• Excellent communication and interpersonal skills.
• Strong organizational and multitasking abilities.
• Computer skills to work with specific Costa software.
• Proficiency in Microsoft Office Suite and salesforce applications - preferred.
• Ability to work independently and as part of a team.
• Attention to detail and a proactive approach to problem-solving.