Customer Service Coordinator

NO AGENCIES PLEASE!

Xenex Disinfection Services is looking for a passionate Customer Service Coordinator to help further Xenex's competitive edge.  Xenex's patented services and solutions help facilities reduce the number of pathogens missed during manual cleaning and reduce environmental contamination. As an employee of Xenex, you will be part of a rapidly growing organization that is changing the way healthcare professionals and many other business leaders think about and manage microbial reduction. We are looking for candidates who are willing to give their all in this role. In exchange for your passion and dedication, we can offer you an entrepreneurial and rewarding environment where employees are highly respected and valued.

OVERVIEW

The Customer Service Coordinator provides support in the areas of robot preventative maintenance, metrics/reporting, portal/SFDC management, serves as a liaison between Xenex and our service providers, and assists with special programs. In addition, this role will train new hires and provide weekend call coverage.  As a Customer Service Coordinator for Xenex you are responsible for the following:

RESPONSIBILITIES 

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  Complete weekly, including reporting, open/close cases, create orders/service tickets

  
  


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  Complete monthly report of robots without cases within the last six months

  
  


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  Complete reporting of weekly metrics for department

  
  


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  Distribute weekly updates to department of robots that fail to upload during reporting week

  
  


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  Create and send survey to customers

  
  


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  Send updated reports of recipients and respondents to department throughout survey period as well as create final report

  
  


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  Send report of billable repairs to accounting on a monthly basis

  
  


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  Manage high priority trial account

  
  


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  Train new hires in case/order creation and scheduling technicians

  
  


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  Provide weekend call coverage, as assigned

  
  


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  Work with 3rd party technicians for scheduling of maintenance

  
  


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  Coordinate trainees for Xenex Certified Technician (XCT) program

  
  


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  Order and coordinate parts shipments for repair.

  
  


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  Other duties as assigned 

  
  

MINIMUM QUALIFICATIONS

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  Proven customer-centric attitude

  
  


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  Basic knowledge of UVC Technology

  
  


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  Strong work ethic, attention to detail, organization, and time management skills

  
  


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  Ability to communicate effectively with a broad spectrum of contacts including Xenex customers

  
  


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  Ability to navigate a knowledge base of common device issues and resolutions to determine next steps on a case by case basis

  
  


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  Ability to troubleshoot device issues with varying degrees of information available

  
  


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  Strong pattern recognition 

  
  


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  Excellent verbal and writing skills

  
  


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  Bachelor's degree

  
  


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  Knowledgeable of MS Office, strong Excel knowledge preferred

  
  


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  Knowledge of Salesforce a plus

  
  


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  0 - 2  years of experience

  
  

AAP/EEO

Xenex is an Equal Opportunity Employer complying with EO-14173 and participating in E-Verify. It is our policy to fill vacant positions with qualified candidates without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, age, marital status, pregnancy, genetic information, or other legally protected status assuming an individual can perform the essential functions of the job. Reasonable accommodations will be made on a case-by-case basis to enable individuals with disabilities to perform the essential functions.