SMS Assist
Phoenix – Mesa – Scottsdale, AZ

Customer Support Coordinator at SMS Assist (Phoenix, AZ)

| Phoenix – Mesa – Scottsdale, AZ
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Responsibilities
  • Develop and maintain positive client relations as required to ensure superior client satisfaction
  • Receive and handle customer calls and email requests for services and assist TL with client inquiries via external formats.
  • Manage real-time inquires while keeping track of and responding to commitments Act as Project Manager
  • Manage the scheduling and completion of all project type work orders while ensuring all work orders are properly linked and sequenced.
  • Ensure work orders are thoroughly created to resolve the current needs and issues of the homes
  • Act as a final escalation point before determining whether any disputes or un-satisfied service confirmations need to be highlighted to Team Lead
  • Maintain open communication with affiliates in a manner that adheres to all contracts and agreed upon Scope of Work throughout the duration of the relationship Provide information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person; will be considered a point person for the handoff between shifts and/or other offices
  • Enter information into our database and ensure consistency and accuracy Demonstrate professionalism in communication, relationship development, customer service, etc.
  • Shift flexibility may be required
  • Foster a positive team environment
  • Ensure confidentiality and accuracy of internal and external data
  • Perform ad-hoc projects and other duties as assigned
  • Assist in training team members and provides constructive feedback as necessary
  • Provide market intelligence feedback to maximize customer satisfaction and to ensure strategies and policies are in place to attract and retain customers
  • Performs work under general supervision; carefully reviews the details and accuracy of work performed

Professional Skills
  • Problem-Solving - Expert
  • Learning Agility - Advanced
  • Customer Service - Expert
  • Verbal Communication - Advanced
  • Written Communication - Advanced
  • Relationship - Expert
  • Analysis - Advanced
  • Prioritization - Advanced
  • Teamwork - Expert

Role Specific Skills
  • Proficiency in Microsoft Word, Excel, PowerPoint, Outlook required
  • Organizational or Project Management skills preferred
  • Candidates with a growth mindset highly encouraged

Qualifications Minimum Qualifications
  • High school diploma required
  • 4+ years of customer service experience preferred
  • Preferred experience as a CSA III with a high scorecard rating
  • Advanced troubleshooting knowledge and ability to articulate
  • Ability to communicate industry language
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Technology we use

  • Product
  • Sales & Marketing
    • AsanaManagement
    • JIRAManagement
    • HubSpotCRM
    • SalesforceCRM
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What are SMS Assist Perks + Benefits

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Onsite Gym
Team workouts
SMS Assist's team fitness initiatives include In-office yoga, in-office fitness classes, and sponsored race teams.
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Company sponsored family events
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Game Room
Happy Hours
Recreational Clubs
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Time allotted for learning
Paid industry certifications

Additional Perks + Benefits

Competitive Salary. Flexible Spending Plans. Prescription Drug Program. Free Fitness Center membership.

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