Customer Relations Coordinator

Cennox wants all employees to feel valued, appreciated, and free to be who they are at work. Our employee lifecycle processes are designed to prevent discrimination against our people regardless of gender identity or expression, sexual orientation, religion, ethnicity, age, neurodiversity, disability status, citizenship, or any other aspect which makes them unique. Therefore, everyone is encouraged to apply for employment with Cennox.

Cennox is currently seeking a remote-based Customer Relations Coordinator to support internal partners and external customers. This role is responsible for ensuring the quality of the work we do for our customers, as well as the completion of all necessary documentation and additional requirements in a timely manner. This full-time position offers vacation, insurance and 401k benefits, and the chance to become part of a rapidly growing company.

Position Summary:

This role serves as a support role for internal partners and external customers.  This position will ensure the needs and requirements of the customer are properly communicated to the operations team. In this role, you should be able to work independently, take initiative, and be comfortable in a customer-facing role. You will need to possess excellent phone presence, verbal, and written communication skills. The CRC will assist in various administrative, process improvement, and strategic planning duties.

The CRC will ensure special contract work is completed to the expected level of quality. This includes the successful and timely completion of all necessary documentation and the meeting of any additional requirements. Customer Relations is integrated during the initial set up of customer onboarding and is then responsible for the coordination of regularly scheduled services and additional communication as needed. In this role, understanding the importance of meeting deadlines is particularly important and, of course, enjoying being part of a team is crucial!

Duties and Responsibilities:

• Provide information to clients as requested

• Communicate with the customer to ensure that the customer’s expectations are being met and preferably exceeded
• Email and answer phones to communicate and troubleshoot with customers and colleagues
• Learn new software and customer interfaces as needed
• Review work order statuses and identify key pieces of information related to scheduled work

• Provide information, resolves problems, and advises customers on products and/or services, ensuring customer satisfaction
• Responds to customer inquiries and provides information pertaining to modifications of existing or potential orders
• Organizes workload to ensure deadlines are met; schedules work assignments in order of priority and date received
• Research information, compiles statistics, gathers and computes various data
• Resolves customer requests for adjustments in work orders or billing
• Reviews, monitors, and processes all correspondence to and from customers; coordinates the submission of periodic reports to management
• Creates and maintains manual and computerized records of equipment inventory, work orders, accounts payable, billing records, and other pertinent information
• Ensure all Parts and documents are distributed properly to the field technicians and other relevant parties as required
• Performs miscellaneous job-related duties as assigned including Admin duties related to processing customer deliverables, paperwork, scope of work descriptions, etc.
• Assist in customer onboarding process, including the organization and data entry in customer database
• Review customer Master Service Agreements (MSA)/contracts, Scope of Work (SOW), Service Level Agreements (SLA) and associated documents to ensure agreements are being followed and expectations are being met
• Performs other duties as assigned

Skills and Requirements:

• Demonstrate PC proficiency in MS Office and web-based applications
• Ability to learn specialized software programs and navigate company databases
• Excellent oral and written communication skills with ability to present data & info efficiently
• Strong organization skills and ability to establish priorities
• High level of attention to detail

• Ability to work efficiently under moderate supervision
• Ability to prioritize to meet deadlines in a busy environment
• Ability to adapt to changes
• Strong problem solving and decision-making skills
• Ability to gather and analyze statistical data and generate reports
• Demonstrate skill in operation of computers and keyboarding, including typing 45+wpm
• Proficiency in Microsoft Outlook and Excel is a must
• Familiarity with standard office equipment
• Knowledge of standard office practices

Experience and Education:

• 1-2 years of experience in an office environment, preferred
• High school diploma or equivalent
• BA or equivalent, preferred

Physical Requirements:

• Ability to sit and stay focused for long periods of time
• Vision correctable to 20/20
• Finger dexterity for keyboarding and computer usage