Job Summary
The MSG Customer Service & Support Specialist should secure, build and grow business relationships with each existing client, while working to generate new service customers. Duties include outreach to generate new sales appointments, facilitating all day-to-day account management, providing general customer service, Tier I technical support for Meadows WorkstationTM and Meadows WorkflowTM for clients and vendors, and managing all deliverables and communication for FMA programs.
MAJOR RESPONSIBILITIES
- Create a strong and positive relationship with clients at various levels
- Serve as the interface between the customer and the service department, while serving as the customer's main point of contact
- Acquire knowledge and thoroughly document the client's business model, processes and technology requirements to determine which Meadows products will be most beneficial to their success
- Leverage the MOI database to secure furniture assessment arrangements as a sales introduction and identify additional lead sources for Furniture Maintenance Agreement (FMA) discussions.
- Identify the client's needs & clearly communicate current/next steps to complete the client's service requests
- Process incoming calls, emails and requests
- Open and complete cases for the MSG Service team related to MSG On-Call Furniture Maintenance Agreements, rental requests and warehousing requirements
- Coordinate schedules with clients, MSG team and vendors for service visits
- Identify opportunities for new business with existing clients and offer new services or upgrades, while answering product and service questions
- Create & update Furniture Maintenance Agreements
- Renew clients based upon their FMA terms and conditions
- Ensure client's support tickets are resolved in a timely and effective manner
- Process and assist with Warehousing & Rental requests from clients, while working with the Service, Rental & Warehousing teams
- Identify any technical training/knowledge needs for clients and colleagues
- Prepare and perform Tier I technical support & training of clients, vendors and colleagues on Meadows' proprietary platforms, Meadows WorkstationTM & Meadows WorkflowTM
- Create and manage service calls through completion
- Provide Tier I technical support for workplace technology purchased through Meadows
- Present technical solutions to both non-technical and tech-savvy individuals
- Identify prospective service vendors in other markets
- Special projects as assigned by management
REQUIREMENTS
- 5+ years applicable experience preferred
- Excellent organizational skills
- Proven accuracy and attention-to-detail
- Strong communication skills, both verbal and written
- MS Office, advanced level
- Furniture installation experience+
- Field PM experience+
- NetSuite experience+
- Lives a commutable distance from Tulsa, Oklahoma+
